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 experienced healthcare professionals across the U.S. Hawthorne leverages convenient, trusted, healthcare locations, identified patient data, and intelligent technology to accelerate patient access, improve retention, and reduce study costs. By embedding high-quality research within local communities, Hawthorne makes clinical trials more accessible and convenient for patients. Our community-based model shortens timelines and helps bring better treatments to market, faster.
About the Role
Lead 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 qualified candidates to site CRCs — and drive conversion, quality, and HIPAA-compliant execution across every touchpoint.
This is a unique opportunity to step 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.
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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 built against protocol I/E criteria; ensure clean, accurate hand-offs to site CRCs
Own core funnel KPIs — contact rate, lead-to-screen, screen-to-enroll, speed-to-lead, and cost-per-qualified-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 all patient interactions are HIPAA-compliant and logged correctly in the CRM
Partner with Project Management and Clinical Operations to align call volume with site capacity and enrollment velocity targets
Troubleshoot operational issues in real time — staffing gaps, dialer/CRM issues, lead flow disruptions
Surface pipeline risks early and recommend corrective action (script changes, staffing shifts, outreach intensification)
Qualifications
3+ years managing a call center, patient access team, or similar high-volume phone-based operation; clinical research or healthcare experience strongly preferred
Demonstrated fluency 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 — able to coach agents, run QA, and build a culture of accuracy and urgency
n$70,000 - $70,000 a year
Compensation: $70,000 base salary + performance-based bonus opportunity (target 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 access, 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.