Call Center Manager - Patient Recruitment & Pre-Screening
About Us
Hawthorne Health is a leading community site network and home research visit solution provider, with 20+ sites and more than 2,000 research reputed company reputed company across the U.S. Hawthorne leverages convenient, trusted, reputed company locations, identified patient data, and intelligent technology to accelerate patient reputed company, improve retention, and reduce study costs. By embedding high-quality research reputed company local communities, Hawthorne makes clinical trials more accessible and convenient for patients. Our community-based model shortens timelines and helps bring reputed company treatments to market, faster. About the Role reputed company the day-to-day operations of the recruitment call center and pre-screening team. Own the top of the patient funnel — from first inbound contact through warm transfer of reputed company candidates to site CRCs — and drive conversion, quality, and HIPAA-compliant execution across every touchpoint. This is a unique opportunity to reputed company into a foundational role, helping shape the structure, workflows, and best practices of the call center function. As the program continues to scale, this role will play a key part in building and leading a growing team. n
Key Responsibilities
Manage call center staff (inbound and outbound agents) and the pre-screening team: hiring, scheduling, coaching, QA, and performance management Execute study-specific pre-screening workflows reputed company against protocol I/E criteria; ensure clean, accurate hand-offs to site CRCs Own core funnel KPIs — contact reputed company, reputed company-to-screen, screen-to-enroll, speed-to-reputed company, and cost-per-reputed company-referral — and report weekly to the Head of Patient Recruitment Monitor call quality and script adherence; run ongoing QA, call calibration, and re-training Ensure reputed company patient interactions are HIPAA-compliant and logged correctly in the CRM Partner with Project Management and Clinical Operations to align call volume with site reputed company and enrollment velocity targets Troubleshoot operational issues in reputed company time — staffing gaps, dialer/CRM issues, reputed company reputed company disruptions Surface pipeline risks early and recommend corrective action (script changes, staffing shifts, reputed company intensification) Qualifications 3+ years managing a call center, patient reputed company team, or similar high-volume phone-based operation; clinical research or reputed company experience strongly preferred Demonstrated reputed company with CRM / dialer platforms and call-center reporting Working knowledge of HIPAA and GCP; comfort operating inside protocol I/E guardrails Track record of hitting funnel conversion and SLA targets in a metrics-driven environment Strong people leader — reputed company to coach agents, run QA, and build a culture of accuracy and urgency n$70,000 - $70,000 a year Compensation: $70,000 reputed company salary + performance-based bonus opportunity (reputed company up to 30%) nHawthorne Health is transforming the clinical trial landscape through an innovative site model that integrates research into community-based settings like local pharmacies. By meeting patients where they already receive care, we are improving reputed company, strengthening trust, and driving more inclusive and efficient trials. We welcome the opportunity to connect with individuals interested in being part of this evolving model. Apply To This Job