Contact Center Lead- Clinical Trial Recruitment - Mississauga, Canada - AstraZeneca

AstraZeneca

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Evinova

The Digital Health R&D Recruitment team enables better patient and healthcare professional experiences by delivering customer-centric digital solutions for clinical trials and real-world healthcare.

The focus of this role is to work with platform owners, global study teams, and TAs, plus vendors to drive an enterprise-level contact center working for clinical trial recruitment.

The role holder will also work as a member of the R&D Digital Health Innovative Recruitment team to ensure that the contact center strategy is aligned across disease areas and understood by the wider digital health and cross-functional teams.

What you will do:

Work closely with study teams, platform owners, and vendors to capture clinical trial content and form a clear and coherent contact center strategy
Own setup, delivery, and running of our Enterprise Contact Centre for Clinical Trial Recruitment
Build a contact center capability that drives referral to the site while providing reassurance and flexibility to our potential volunteers and caregivers
Collaborate with existing AstraZeneca contact center leads to drive a connected and transparent journey for potential volunteers and caregivers
Drive best practice and industryleading SOPs/SLAs in order to provide the best contact center experience
Deliver monthly, accurate reporting on call center effectiveness with optimization opportunities
Recruit and manage a team of call center agents
Be an active member of the R&D Digital Health Innovative Recruitment team developing an industryleading R&D Digital organization
Ensure effective and transparent risk, opportunity, and issues management at strategic, tactical, and operational levels
Grow and maintain internal and external relationships, connecting the needs of key customers including TA, patients, health care providers, and technology partners
Collaborate with Platform leads and Content Strategist to identify user experience optimizations

Essential Requirements:

Experience in running a largevolume call center
Shown experience working with call/contact center technologies
Proven experience in the pharmaceutical industry
Minimum of 7 years of proven experience
A solid understanding of the drug development processes and the impact technology can have on these processes
Experience in Digital Health with an understanding of healthcare
Ability to lead and influence strategically and persuade thoughtfully, to acquire desired outcomes while maintaining effective, positive, organizational relationships
Ability to challenge the status quo, take ownership, and hold self and others accountable
Experience working as part of a development team within a Global setting
Passion for Patients and Customers, representing the needs of multiple customers in decisionmaking

Why Evinova (AstraZeneca)?
Evinova draws on AstraZeneca's deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers.

Together, we can accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment.

We know that regulators, healthcare professionals, and care teams at clinical trial sites do not want a fragmented approach. They do not want a future where every pharmaceutical company provides its own, different digital solutions. They want solutions that work across the sector, simplify their workload, and benefit patients broadly.

By bringing our solutions to the wider healthcare community, we can help build more unified approaches to how we all develop and deploy digital technologies, better serving our teams, physicians, and ultimately patients.

Evinova represents a unique opportunity to deliver meaningful outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector.

Join us on our journey of building a new kind of health-tech business to reset expectations of what a bio-pharmaceutical company can be.

This means we're opening new ways to work, pioneering cutting-edge methods, and bringing unexpected teams together. Interested? Come and join our journey.

So, what's next?