Manager, Central Study Coordinator - Retention

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 

The Manager, Central Study Coordinators – Retention hires, develops, enables, and engages their team of Central Study Coordinators - Retention (CSC-Rs) to ensure a high level of performance and exceptional participant experience. The manager will provide day to day support to the CSC-Rs to drive Future of Medicine program results and help CSC-Rs navigate program operations. In addition to managing a team of CSC-Rs, the manager will devote at least 10% of their time to completing activities done by their team in order to stay tuned in to the work their teams do (e.g., completing certain tasks with program participants).

Responsibilities include collaborating with Care Access leadership and other teams to understand current and future program goals in order to deliver program results. This role is responsible for determining the key priorities and goals in partnership with leadership, then translating these priorities into actionable goals and activities for their CSC-Rs. Managers must ensure that the team has appropriate resources and expertise to deliver those goals. This is a managerial level role with the expectation that the manager has strong working knowledge of and experience in the clinical research industry and a proven track record working successfully in patient recruitment, retention, and/or customer service. 

• Understand and manage all aspects of the day-to-day work of a team of CSC-Rs  
• Interview, hire, onboard and train new CSC-Rs into the team 
• Set clear and actionable goals for the team and support them to deliver to expectations 
• Teach CSC-Rs the soft skills required to retain and engage potential study participants
• Use datasets and dashboards to review and understand performance compared to established KPIs  
• Take corrective action and provide feedback and coaching when the performance of the team or individuals within the team do not meet expectations 
• Problem solve and de-escalate issues brought forth by the team
• Supervise a fast-paced, high volume virtual team
• Meet regularly with functional team members to communicate program needs, goals, and updates
• Balance workload and responsibilities within team as priorities and team structure change and evolve, assess team utilization regularly 
• Keep leadership updated with important regarding the team, performance, and escalations  
• Partner effectively with other internal and external teams and understand the bigger picture of the end-to-end Future of Medicine program
• Serve as point of escalation for issues 
• Develop an environment of collaboration and progress 
• Hold team accountable for conducting their work in accordance with GCP and provide guidance and training on GCP as needed 
• Identify and implement new ways of retaining and engaging participants
• Proactively solve problems and identify opportunities for process improvement 
• Maintain organization and cleanliness of team SharePoint, including but not limited to trackers, workflows, and guides. Ensure proper CSC-R coverage for participant appointments scheduled with the program
• Ensure CSC-Rs are properly trained in the scope of work they are executing
• Analyze and understand study protocols, and serve team as a resource when they have questions about the multitude of protocols on which they work 
• Ensure the confidentiality of participants, sponsor(s), and their protocols are respected
• Mentor and guide CSC-Rs to be successful in their roles and interactions with program participants
• Additional duties/responsibilities may be assigned as needed 

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

• Leadership skills and a desire to manage people 
• Demonstrate professionalism in all situations and work effectively with a diverse group of individuals 
• Proficient with Microsoft Office applications (Word, Outlook, Teams, and Excel) 
• Ability to establish and maintain effective working relationships  
• Advanced communication skills both verbal and in writing
• Ability and willingness to work independently with minimal supervision 
• Ability to work in a fast-paced environment 
• Excellent organizational skills with strong attention to detail 
• Critical thinker and problem solver 
• Proficient in research terminology and basic medical terminology 
• Understand the overall clinical development paradigm and excellent working knowledge of government regulations, GCP, and ALCOA-C 
• Strong organization and time management skills 
• Ability to work effectively in a remote environment 
• Proper home office set-up including a private space for participant communication and high-speed internet (at minimum: 100MB up and 15 MB down, 5 GHz router)

• Bachelor’s degree in a science related field or the equivalent experience  
• At least seven years of relevant clinical research experience
• At least two years of experience leading teams 
• Fluency in English. Fluency Spanish is a bonus  

• 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.