Patient Liaison Team Leader

Internal Applicants Only

We are seeking to appoint a Patient Liaison Team Leader to effectively manage a team of agents within the Patient Liaison Contact Centre at our Teesside site.

Our contact centre currently operates from 10am to 8pm, Monday to Friday and 9am to 5pm, Saturday.

Job Focus:

• Ensure the team are hitting patient satisfaction and performance levels.
• Maintain effective communication with both the clinical team and patients.
• To manage and support a team of Outbound and Inbound agents
• To identify training needs to achieve successful sales performance
• Find sales opportunities with the MAC database for new and current trials
• Identify process improvement opportunities
• Manage QA and Training to ensure agents follow GCP and exceed expectations
• Ensure all legal/compliance requirements are completed
• Minimise agent attrition
• Pro-actively work to improve performance by coaching, delivering feedback and supporting the department
• Conduct regular 1-2-1’s with the Patient Liaison team
• Actively lead by example – demonstrating the flexibility and adaptability to support the team by taking over calls where required

Key Skills and Experience required:

• The ability to motivate and manage a team
• Previous experience in clinical or medical environment is preferred
• Excellent communication skills
• Effective listening skills
• Microsoft Office experience
• Attention to detail for recording and tracking results
• Good organisational skills
• Process improvement
• Ability to work under pressure
• Ability to priority own workload
• Clinical trial data management skills – Desirable
• Medical Terminology/Medical Secretarial knowledge – Desirable
• Healthcare background – Desirable
• Science background – Desirable

• Competitive Salary
• Full, comprehensive and continuous training
• Private healthcare insurance
• Free onsite parking
• 25 days annual leave plus bank holidays
• Your birthday off work
• Continued career development potential

Please email [email protected] should you require any special arrangements or reasonable adjustments to be made throughout this selection process. This will enable us to accommodate your request as necessary.