Customer Experience Team Lead

Title: Customer Experience Team Lead

Location: Remote, US

Type: Full Time – Regular

Workplace: remote

Category: Call Center

Job Description:

What We Do

Care Access is a unique, multi-specialty network of research sites which operates as one connected team of physician investigators, nurse coordinators, and operations managers. Our goal is to engage every healthcare professional in clinical research and to make clinical trials a care option for every patient. By removing this bottleneck, Care Access is helping accelerate the approval and delivery of critical and life-saving therapies.

Who We Are

We care. Our people are the engines behind our mission: to revolutionize access to clinical trials for the benefit of patients everywhere. We care for one another, find new ideas to accelerate medicine, and seed a long-term impact for generations.

Position Overview

As the Customer Experience Team Lead for Customer Experience Representatives and Recruitment teams, you will play a pivotal role in ensuring the efficient and effective operation of both the call center and recruitment teams. Your mission is to oversee the daily activities of the call center agents and recruiters, manage escalations, and ensure that both teams work cohesively to deliver exceptional participant experiences. You will act as the primary point of contact for complex issues, guiding your team to resolution while maintaining the highest standards of service.

What You’ll Be Working On (Duties include but not limited to):

• • Centralized Leadership and Team Support: As the primary point of contact, the Team Lead will supervise both the recruitment and call center teams, addressing any issues or challenges that arise during daily operations. Managerial responsibilities for this role includes providing guidance, problem-solving support, approving time cards and time off requests, and ensuring consistent management and communication to maintain a smooth workflow and alignment with organizational goals.
  • Issue Resolution: Quickly and effectively resolve escalated calls or situations, ensuring that they are handled with professionalism and in accordance with company policies.
  • Guidance and Mentorship: Act as a resource and mentor for team members, offering support and advice to help them navigate complex situations.
  • Collaboration with Management: Work closely with the manager to provide insights into team challenges and successes, facilitating continuous improvement in operations.
  • Training and Development: Support the ongoing training and development of team members, ensuring they have the skills and knowledge needed to excel in their roles.
  • Reporting: Prepare and present regular reports on team performance, challenges, and opportunities to senior management.
  • Performance Monitoring: The Team Lead will monitor key performance metrics, identify areas for improvement, and implement strategies to achieve recruitment and service goals.

Physical and Travel Requirements

• • This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.

What You Bring (Knowledge, Skills, and Abilities):

• • Leadership Skills: Proven ability to lead and motivate a team, with a focus on achieving results through collaboration and effective communication.
  • Problem-Solving: Strong problem-solving skills with the ability to manage and resolve escalated issues efficiently and effectively.
  • Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
  • Customer Service Orientation: A deep commitment to providing exceptional service to participants and ensuring a positive experience.
  • Technical Proficiency: Familiarity with call center software, CRM systems, and ticketing tools.
  • Organizational Skills: Ability to manage multiple priorities, delegate tasks effectively, and maintain high levels of organization.

Certifications/Licenses, Education, and Experience:

• • Education: Minimum of a high school diploma or GED; Bachelor’s degree preferred.
  • Experience: 3-5 years of experience in a supervisory or team lead role within a call center or recruitment environment, preferably in healthcare or clinical research.
  • Technical Skills: Proficiency in using call center software, CRM systems, and reporting tools is required.

Benefits (US Full-Time Employees Only)

• • PTO/vacation days, sick days, holidays.
  • 100% paid medical, dental, and vision Insurance. 75% for dependents.
  • HSA plan
  • Short-term disability, long-term disability, and life Insurance.
  • Culture of growth and equality
  • 401k retirement plan

Diversity & Inclusion

We serve patients and researchers from diverse cultures and communities around the world. We are stronger and better when we build a team representing the people we aim to support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. We value diversity and believe that unique contributions drive our success.

At Care Access, every day, we are advancing medical breakthroughs. We’re uniting standard patient care with cutting-edge treatments and research. Our work brings life-changing therapies to those in need and paves the way for newer and greater treatments to reach the world. We’re proud to advance these breakthroughs and work with the big players while engaging with the

physicians and caring for patients.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Care Access is unable to sponsor work visas at this time.

Employment Statement

Care Access complies with all employment laws and regulations with respect to its employment practices, terms and conditions of employment, and pay equity and wages. Care Access does not engage in any unfair or forced labor practice and does not tolerate, under any circumstances, the use of any form of forced or involuntary labor, child labor, or human trafficking. This extends to suppliers, partners, or other third parties with whom Care Access does business. Care Access values and promotes the protection of human rights everywhere.