Call Center Manager – Patient Recruitment, Pre-Screening

Hawthorne Health

. Manage call center staff (inbound and outbound agents) and the pre-screening team: hiring, scheduling, coaching, QA, and performance management .

Posted 4/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 per yearWebsite

Tech Stack

Tools & technologies

Google Cloud Platform

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

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

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Hawthorne Health Website LinkedIn All Job Openings 1 - 10 employees Founded 2000 We pride ourselves on offering both our clients and our candidates a very high level of personal service underpinned by an ongoing commitment to quality, integrity and affordability, we are a recruitment agency you can trust. Call Center Manager – Patient Recruitment, Pre-Screening Job not on LinkedIn 🔥 12 minutes ago 🇺🇸 United States – Remote 💵 $70k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Call Center Representative Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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) 🎯 Requirements
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 Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Call Center Sales Representative 🔥 41 minutes ago Renewal by Andersen 501 - 1000 👥 B2C 🛒 Retail Website LinkedIn All Job Openings Call Center Lead Generator for Renewal by Andersen making outbound calls to homeowners. Responsible for managing inbound calls and documenting appointments accurately while working remotely. 🇺🇸 United States – Remote 💵 $20 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Call Center Representative 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Call Center Sales Representative 🔥 41 minutes ago Renewal by Andersen 501 - 1000 👥 B2C 🛒 Retail Website LinkedIn All Job Openings Call Center Lead Generator for inside sales team at Renewal by Andersen. Responsible for managing inbound and outbound calls and setting appointments. 🇺🇸 United States – Remote 💵 $20 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Call Center Representative 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Call Center Representative – Roadside Assistance 🔥 5 hours ago AAA 5001 - 10000 🚗 Transport 👥 B2C Website LinkedIn All Job Openings Call Center Representative for AAA providing emergency roadside assistance to members. Fielding calls and ensuring members receive immediate help and support in distressing situations. 🇺🇸 United States – Remote 💵 $18 - $20 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Call Center Representative 🦅 H1B Visa Sponsor 🗣️🇪🇸 Spanish Required Call Center Representative – Roadside Assistance 🔥 5 hours ago AAA 5001 - 10000 🚗 Transport 👥 B2C Website LinkedIn All Job Openings Call Center Representative assisting AAA members with roadside emergencies, providing legendary service through compassionate and accurate support. 🇺🇸 United States – Remote 💵 $18 - $20 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Call Center Representative 🦅 H1B Visa Sponsor 🗣️🇪🇸 Spanish Required Participant Service Center Representative – Inbound Call Center 🔥 11 hours ago Definiti LLC 201 - 500 💸 Finance 🤝 B2B 🏢 Enterprise Website LinkedIn All Job Openings Participant Service Center Representative providing customer service for retirement plans. Handling phone calls, emails, and faxes while maintaining a professional attitude and assisting clients with their inquiries. 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Call Center Representative 🚫👨‍🎓 No degree required 🗣️🇪🇸 Spanish Required View More Call Center Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

call center managementpre-screening workflowsKPI reportingcall quality monitoringscript adherenceperformance managementmetrics-driven environmentstaffing managementtroubleshootingpipeline risk management

Soft Skills

coachingleadershipcommunicationorganizational skillsproblem-solvingteam buildingurgencyaccuracy