Patient Liaison Supervisor

Department: Operations

Location: Accel Research Sites - Decatur, GA

Description

Alcanza is a growing multi-site, multi-phase clinical research company with a network of locations in AL, AZ, FL, GA, IL, MA, MI, MO, NV, SC, TX, VA, and Puerto Rico. We have established a strong presence across Phase I-IV studies and several therapeutic areas including vaccine, neurology, dermatology, psychiatry, and general medicine. Join us as we continue to grow.

The Manager, Patient Liaison Services is responsible for leading and supporting a team of onsite patient recruitment professionals to identify, engage, and enroll eligible participants in clinical trials. This role plays a critical part in optimizing recruitment strategies across multiple therapeutic areas and works collaboratively with site and regional directors, study teams, investigators, marketing, and community outreach partners to ensure recruitment goals are met efficiently and ethically.

Key Responsibilities

Essential Job Duties:

• Manage the patient liaison function with a focus on driving recruitment, monitoring performance metrics, and meeting site & regional recruitment targets and needs.
• Manage, direct, and train on the activities of the assigned patient liaison team; routinely assess study-specific processes and site needs, evaluate training needs and compliance, drive screening numbers and output, and ensure the quality of scheduled appointments.
• Monitor, collect, and report on performance metrics including outbound calling, patient scheduling, completed appointments, DNQ rates, quality of calls and appointments made, and overall key performance metrics for team(s).
• Collaborate with regional management, site leadership, and other team members/departments to optimize Patient Liaisons' performance to meet site and regional goals. Communicate and liaise with teams, patients, and clients (internal & external) in a timely and professional manner.
• Develop and oversee strategic recruitment plans targeting priority studies of specific populations to meet study enrollment goals.
• Ensure team members are well-versed in all active clinical trials and understand relevant therapeutic indications.
• Utilize CTMS to monitor and triage no-shows and screen failures (DNQs) and generate targeted call lists.
• Promote and manage referral initiatives such as “Refer-A-Friend” campaigns.
• Equip staff with multi-study recruitment tools to support cross-therapeutic enrollment success.
• Support eligibility assessments through prescreening interviews and collaboration with clinical staff.
• Monitor site and regional recruitment metrics, adjusting strategies as needed to meet performance targets.
• Contribute to site, regional, and organizational initiatives aimed at improving recruitment operations.
• Maintain and optimize tracking systems for no-shows and DNQs.
• Provide prescreening logs and recruitment updates to sponsors, offering strategic input to support enrollment objectives.
• Coordinate with site staff, cross-functional teams, and investigators to ensure seamless recruitment workflows.
• Build and manage relationships with community organizations, HCP providers, and advocacy groups.
• Develop culturally sensitive recruitment approaches to reach diverse populations.
• Organize, present, and attend ongoing outreach events (on-site and off-site) to raise awareness of clinical trials.
• Coordinate and train the Patient Liaison team to effectively build and manage community relationships and actively participate in outreach events.
• Draft and distribute ongoing newsletters to engage current and potential study participants, leveraging CTMS for targeted communications.
• Collaborate with Alcanza marketing team to execute digital and print campaigns and manage marketing materials for outreach events.
• Responsible for all people management activities including staff scheduling to ensure optimal coverage, interviewing and selection, performance appraisals & goal setting, timecard, PTO and payroll needs, employee counseling, new hire onboarding and training, and career development. Manage and mentor assigned staff, proactively identify and resolve issues, and work to ensure successful team operations.
• Manage and communicate enrollment goals and timelines as aligned with business needs.
• Handle escalated patient calls, inquiries, or issues. Escalate issues as appropriate.
• Employ strategic thinking and problem-solving skills to propose and implement risk mitigations.
• Maintain a high level of knowledge regarding study mix and resource availability at each site.
• Ensure function activities comply with regulatory guidelines, study requirements, & company policies.
• Lead, participate, and/or present in team, site, operations, management, client, or other meetings.
• Perform other related duties as assigned.
  
  

Skills, Knowledge And Expertise

Minimum Qualifications: An associate’s degree AND a minimum of 3 years’ related experience, or an equivalent combination of education and experience, is required. 3 years’ experience in healthcare or clinical research recruitment and patient engagement is required. Must have a strong understanding of clinical trial processes and applicable regulatory requirements. Prior experience with therapy areas, customer service, scheduling and CTMS (Clinical Trial Management Systems) is highly preferred. 1 years’ experience with people management is highly preferred. Familiarity with digital marketing, CRM systems, and recruitment analytics is a plus.

Required Skills

• Proficiency with computer applications such as Microsoft applications, email, web applications, and the ability to type proficiently (40 wpm)
• Must possess strong organizational, time management, problem-solving, presentation, and project management skills.
• Well-developed written and verbal communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences.
• Well-developed interpersonal and listening skills and the ability to work well independently, collaboratively, and professionally within a team environment, with clients and all stakeholders (internal & external), and with all levels within the organization.
• Must be detail-oriented, possess a high degree of professionalism, integrity, dependability, respect of others, self-motivation, and exemplify a strong work ethic.
• Must have the ability to thrive in a fast-paced, deadline-driven environment
• Ability to work under minimal supervision, identify problems and implement solutions.
• Ability to handle highly sensitive information in a confidential and professional manner, and in compliance with HIPAA guidelines.
  
  

Benefits

• Full-time employees regularly scheduled to work at least 30 hours per week are benefits-eligible, with coverage starting on the first day of the month following date of hire.
• Medical, dental, vision, life insurance, short and long-term disability insurance, health savings accounts, supplemental insurances, and a 401k plan with a safe harbor match are offered.