Call Center Solutions Manager

What We Do

Care Access is a unique, multi-specialty network of research sites that 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

Our organization seeks a highly driven, organized, and analytical Call Center Solutions Manager to help our teams fulfill their goals by managing the planning, design, build, rollout and support of enhancements to our call center technologies, ancillary technologies, and/or process solutions. These solutions will benefit specific functional teams within the Delivery organization or outside (e.g., Marketing, IT, Recruiting, Quality, etc.). 

This role would include administration, planning, design, management, and monitoring of projects and solutions used in-house at Care. The position will require strong analytical skills, ability to lead efforts with data-driven approaches, experience with Cloud technologies, and a customer-centric mindset in supporting systems users. It will also require stakeholder management skills and experience managing external staff or vendors. 

Our ideal candidate gains a deep understanding of our call center processes requiring systems and solution support. From there, the Call Center Solutions Manager develops a plan to build systems, involves key stakeholders, coordinates the systems build effort, manages vendors and external parties, and facilitates change management and user support during implementation, methodically defining requirements and translating them into detailed specifications for each system enhancement.  

The Call Center Solutions Manager comes with a solution-driven mindset and can look at the full picture of our call center business processes with embedded systems and process complexities. They are also able to manage requested changes and suggestions as necessary, cognizant of quality and regulatory guidelines and restrictions. This role will require managing systems and applications. 

• Lead efforts in formulating, producing, and rolling out tech and process solutions, and be able to play the role of owner or administrator of the solutions, particularly relating to Care Access’s call center tech stack. 
• Apply best project management practices to capture requirements effectively and document decisions and discussions among stakeholders. 
• Facilitate change management and decision-making and monitor effort to meet time, cost, and scope expectations. 
• Identify and implement continuous improvements to Delivery team software systems and processes. 
• Manage requests for new functionality and prioritize them as necessary. 
• Learn the organizational systems’ landscape and end-to-end business processes of the way clinical trials are conducted at Care Access. 

• This role requires 100% of work to be performed in a remote office environment and requires the ability to use keyboards and other computer equipment.  
• This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.  

• Required:
• Prior experience in designing and building out a sustainable call center solution that can flexibly extend to meet new business needs
• Expertise in IVRS or call center management solutions required. Prior experience working with 8x8 highly desired.
• Ability to translate call center business requirements into technical specifications and configurations.

• Preferred:
• Knowledge of and ability to leverage AI solutions, particularly relating to customer support and experience handling.
• Experience in using call analytics to provide insights to call center improvement opportunities.
• Strong verbal and written communication skills as demonstrated through experience managing customer or user relationships and/or writing customer- or user-facing documentation.
• Cross-functional collaboration experience to accomplish goals spanning multiple teams or departments.
• Ability to balance tasks with competing priorities and bring critical thinking into discussions.
• Successful identification of needs and pain points across many different departments.
• Ability to work independently and collaboratively with minimal supervision, bringing a high level of self-motivation, energy, and problem-solving creativity to rapidly-changing environments.

• 4+ years of managing enterprise call center solutions. 
• Experience using and configuring call center management software (e.g., 8x8) required. 

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.