POSITION TITLE: Supervisor, Patient Experience

DEPARTMENT: Patient Recruiting- Patient and Site Solutions

Ora Values the Daily Practice of …

Prioritizing Kindness * Operational Excellence * Cultivating Joy * Scientific Rigor

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The Role:

Ora Patient Experience team's primary focus is creating the best experience for every patient. Ora's Supervisor, Patient Experience is the first point of contact for recruitment staff and provides them with unlimited support and information. Their focus is to ensure that the day-to-day operations of the team are enhancing the patient journey from first interaction to first study visit. We foster a patient-centric approach and build lasting relationships with our subjects. This position will identify and recruit prospective subjects using various platforms to participate in multiple clinical research studies. This position is responsible for screening and scheduling potential subjects; this includes but is not limited to learning and applying the clinical inclusion/exclusion criteria, updating the patient database(s), and tracking referrals from internal and external sources.

What You'll Do:

• Serve as team lead for Level I and Level II patient recruiters, responding to recruiter study specific and operational questions as well as providing operational support to the Manager of Patient Recruiting:
  • Act as first point of contact for work-day escalations, reporting patient complaints, unresolvable prescreening or scheduling challenges (with the patient and technology of the systems used to call and pre-screen patients)
  • Time & Expense Approvals direct reports
  • Maintain performance standards amongst the team
• Review and understand all relevant protocols and ensure that only high-quality subjects are scheduled for each study.
• Under the guidance of manager, create study training materials and workflows to accelerate enrollment and streamline efficiency.
• Conceptualize and execute self-directed team huddles (large or small groups) to re-train or upskill recruiters as identified
• Keep study training material up to date
• Identify gaps in schedules and flag management and site ops team members of concerns regarding targets and challenges with quality site lists
• Review waitlists and patient referral lists on Recruitment Overview multiple times a week
• Format and upload study patient lists from third party vendors or clinic sites into systems for pre-screening and calling
• Oversee the scheduling of patient visit transportation as requested by recruitment or staff clinic
• Liaison between patients and sites for any issues such as payments, changes to study visits or patient accommodations
• Identify data management issues and escalate problems, implications and proposed solutions to management
• Provide training on subject screening to Ora and non-Ora site staff as needed and act as an ongoing resource for all OraNet sites regarding activities related to subject recruitment and scheduling.
• Develop training overviews for all protocols and conduct trainings with all necessary team members prior to the initiation of subject recruitment.
• Actively review, monitor and quality assure study visit schedules and regularly communicate with Patient Recruitment Manager and clinical teams to assist in filling study schedules according to study timelines.
• Help to maintain and update subject records in Ora's electronic internal database(s). Aid in ensuring all subject information is up to date in this system.
• Keep clinical operation staff well-informed on current enrolling studies and any issues that may arise.
• Liaison with third party vendors to update site activation
  • Maintain log of randomized patients to reference for invoicing approval
• Attend study initiation visits when required by the various clinical groups.
• Call monitoring, scoring, and assistance in KPI reporting management
• Maintain subject databases for more complex protocols. Work directly with the clinical teams to identify required patient populations and handle the scheduling of more complex populations.
• Use FDA/GCP/HIPPA guidelines and consistently apply these daily
• Responsibilities may differ from the above based on specific needs of the business as our department continues to grow and evolve.
• Clear and sustained demonstration of the Ora Clinical's Values of prioritizing kindness, operational excellence, cultivating joy and scientific rigor.

What We Look For:

• Experience needed for the Role:
  • Bachelor's degree with a minimum of 4 years in healthcare, communications or science related field preferred.
    • Prior work experience with clinical trial and/or patient recruitment for clinical trial
    • Years of experience may be considered in lieu of education.
  • Expertise and understanding of medical terminology (medications, chronic conditions, etc.)
  • Open to routinely working some evenings and at least one weekend day (every weekend) with flexible shifts between the hours of 8AM and 9PM EST.
• Additional Skills and Attributes:
  • Regularly work in an in-office setting with oversight of up to 10 staff
  • Able to report to a remote management team
  • Able to multitask and perform multiple critical tasks simultaneously.
  • Highly skilled in Microsoft applications (Word, Excel, Teams) and computer operations.
  • Self-starter with the ability to work as a team player as well as work independently.
  • Interpersonal skills with strong written and verbal communication skills.
  • Ability to work as a team player as well as independently with varying levels of management oversight and direction
  • Ability to adapt to changes in protocols and or recruitment strategies.
  • Strong work ethic with self-motivated.
• Attention to Detail: Ability to analyze available data and take the time to understand as full a picture as possible to drive successful solutions to complex problems.
• Emotionally Intelligent Leadership: Ability to lead with a positive mindset and empathy. Possess the capacity to understand others and to be aware of and sensitive to the feelings, thoughts, and experience of your colleagues and customers.
• Intellectual Curiosity: A person's willingness and desire to learn new things and dig deeper than the surface. Intellectual curiosity makes learning a much more natural process, instead of just a duty or a chore. When you're intellectually curious, you're more willing and interested to acquire knowledge. You naturally ask more questions and seek to understand why things are the way they are.
• Innovative Mindset: Forward thinking, creative and open to testing, making mistakes and trying again; collaborative and progress-loving, you honor the past but embrace change because the new is always coming!
• Organization and Goal Setting: Ability to set goals, delegate appropriate tasks, maintain a focused approach to critical path work and develop structure for yourself and your team to allow for productive, high-quality workflows and decision making.
• Resolve Conflicts: Practice radical candor in your communication with your team and colleagues as well as participating in active listening to help the other person feel heard and understood.
• Seek Meaning and Purpose and a Desire to be Part of Something Bigger than Yourself: Crave being part of a team with diverse and complimentary skill sets that works together under shared values to achieve significant positive impact in the wider world. Live a clear and sustained demonstration of the daily practice of Ora's Values of prioritizing kindness, operational excellence, cultivating joy and scientific rigor and the linked behavioral expectations.