AddressAbout us:
Operating for more than 30 years, CMAX is Australia’s longest running and most experienced clinical trial units conducting successful world-leading research for local and international clients, specialising in a range of early-phase trials and first-in-human studies.
We are proud to be a key contributor in the advancement of global medicines and technologies - from vaccines and pain control to early warning bio-devices and hormone replacement therapies, these are just a few of the many research areas for which CMAX has provided clinical trial services.
Employing more than 300 staff, CMAX is a 78-bed Clinical Trials unit, with a database of more than 45,000 clinical trial participants, and utilising state-of-the-art facilities, we are primely positioned, opposite the Royal Adelaide Hospital and part of the Adelaide BioMed City precinct.
About the team:
At CMAX, our Call Centre is internally known as the ‘Participant Engagement Team,’ and the aim of the group is exactly that – to engage and recruit participants into various Phase I and II Clinical Trials. This is done through a variety of inbound calls; database searches; and online leads, generated from our marketing and advertising strategies. The team primarily engages with healthy volunteers who express an interest to enrol into Clinical Trials, the team will then qualify these leads with a focus on converting to being booked in for a screening appointment and then ultimately become and eligible enrolled participant into a clinical trial. Whilst undertaking initial phone screening of potential participants, our staff must be comfortable discussing medical history and private health factors with participants. Each clinical trial is unique, and eligible participants will also undertake an Informed Consent process and their eligibility will be further confirmed via an ‘in person’ screening appointment which is conducted by our medical and nursing teams.
About the role:
CMAX is seeking an experienced Team Lead for a fulltime fixed term 12 month contract, to oversee, motivate and develop our Call Centre Team of 12-15 staff.
The ideal person will have a passion for Customer Service, care about the customer experience, lead by example and be happy to be on the ‘tools’ (phones) to support team goals, KPI’s and service delivery.
As a member of the CMAX Participant Engagement Team, the Team Lead will provide effective leadership in the planning, communicating, implementing, monitoring, and evaluating of the Participant Engagement Team objectives to ensure that the recruitment for all clinical studies is conducted to a high standard of quality consistent with CMAX Standard Operating Procedures (SOPs) and relevant regulations and guidelines.
Reporting to the Marketing & Engagement Manager, this role will be responsible to:
- Motivate, train, develop and lead the Participant Engagement Team's expertise to ensure efficient and effective day-to-day operations for assigned studies;
- Undertake weekly team meetings and individual one to one staff meetings fortnightly;
- Maintain a team focus on high level Customer Service;
- Achieve and celebrate meeting the team KPI’s;
- Assist the Marketing & Engagement Manager in determining and overseeing Participant Engagement strategies necessary to meet recruitment deadlines and produce a Participant Engagement plan for these activities ensuring they are within the study budget for recruitment;
- Consult with CMAX personnel to determine study requirements for volunteer/participant recruitment;
- Inform Clinical Project Managers (CPMs) and Study Coordinators (SCs) of any anticipated problems with meeting target Participant Engagement rates and provide a proposed risk management plan;
- Provide regular updates of Participant Engagement progress to Clinical Project Managers and assist in the development of ideas to overcome any recruitment issues;
- Conduct periodic checks of the participant database to ensure information captured is current and concise;
- Ensure the Participant and Engagement team are responding to inbox and social media messages;
- Manage the activities associated with organising SMS reminders and confirmations for participant reconfirmation;
- Manage the activities associated with organising mail-outs for studies, utilising the database information and the specific study requirements;
- Manage the activities associated with coordinating telephone interviews with prospective volunteers/participants;
- Liaise with CPMs to ensure that Participant Engagement material to be used has appropriate Human Research Ethics Committee (HREC) approval;
- Assist in the coordination of company events, promotions and marketing campaigns.
About you:
- Demonstrated prior experience as a Team Lead in a Call Centre environment is mandatory;
- Sales experience will be highly favourable;
- Tertiary or vocational training and/or relevant training and experience across recruitment,, database management, health science and/or other relevant area is highly desirable;
- Computer literate with a sound knowledge of MS Office;
- A high level of interpersonal skills, including verbal, written and presentation communication skills;
- Excellent prioritising, assessment, planning, implementing, and evaluating skills;
- Ability to work independently as well as contribute successfully in a team environment;
- Demonstrated motivated, innovative, pro-active approach to recruitment;
- Demonstrated competence in the personal attributes of initiative, creativity and action-driven.
If you are looking for a challenging and exciting opportunity, then APPLY NOW!
Please include your CV along with a Cover Letter and share with us why you would be perfect for this role.
Applications close Wednesday 29 May 2024.
Only candidates with approved rights to work full time without restrictions in Australia will be shortlisted for this role and only successful applicants will be contacted for interview.
Please note that we may be conducting interviews during the advertisement period and retain the right to withdraw the advert should we select a successful applicant prior to the closing date.
