New 
Call Center Manager
 Trusted Medical, LLC | |
 United States, Kansas, Kansas City | |
| 1333 Meadowlark Lane (Show on map) | |
 May 20, 2025 | |
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Trusted Medical
Trusted Medical (www.trusted-medical.com) is a value-driven organization dedicated to delivering direct, high-quality healthcare services across 22 states. Our network of clinics serves active military personnel, Veterans, and local communities, offering comprehensive medical care, behavioral health, audiology, laboratory, and ancillary testing services. Our Kansas City, Kansas, location is home to our Clinical Trial Call Center, a dedicated hub supporting participant engagement, screening, and coordination for national research initiatives. This center plays a vital role in connecting individuals to innovative clinical trials, helping advance medical discovery while ensuring compassionate, informed outreach at every step. At our core, we are committed to improving healthcare outcomes through trusted relationships, community service, and operational excellence. We believe that meaningful engagement, paired with culturally competent communication, has the power to transform lives and expand access to care where it's needed most. Trusted Medical is seeking a highly capable and experienced Call Center Manager to lead our onsite clinical trials call center team in Kansas City, KS. This full-time leadership position is responsible for overseeing all aspects of the call center's operation, ensuring consistent, high-quality outreach to potential clinical trial participants and aligning team performance with organizational goals. The Call Center Manager will play a pivotal role in scaling our operations, optimizing staff performance, and maintaining compliance and engagement excellence. If you're passionate about improving lives through research and want to change the way clinical trials are done, we invite you to lead with us. Type of Employment: Full-time, W2 Work Location/Travel: Onsite; Kansas City, KS Salary Range: $62,260 - $67,076 Role Reports to: Managing Director Direct Reports: This role has no direct reports Responsibilities: * Oversees day-to-day operations of the clinical trials call center, ensuring team performance, participant engagement, and protocol adherence * Manages and mentors supervisors and call center staff, fostering a culture of accountability, compassion, and excellence * Monitors and optimizes staffing levels, shift coverage, and resource allocation based on volume and trial timelines * Develops, tracks, and reports on key performance indicators (KPIs) related to participant engagement, call quality, and recruitment outcomes * Collaborates with leadership to design and implement strategic improvements to workflow, outreach strategy, and training * Troubleshoots and escalates technical and IT-related issues, working with internal teams or vendors to maintain system uptime and functionality * Leads regular training reinforcement, quality assurance audits, and performance evaluations to ensure compliance with institutional review board (IRB) protocols and company standards * Serves as the primary liaison between the call center team and cross-functional departments including clinical operations, marketing, and compliance * Maintains a strong focus on data privacy, ethical communication, and participant trust throughout the engagement process * Provides regular performance reports and recommendations to executive leadership Qualifications: * Minimum of 3+ years of call center leadership experience, including managing supervisors and staff * Background in clinical research, healthcare, or regulated industry environments is highly preferred * Proven ability to manage large teams in high-volume, fast-paced environments while maintaining quality and compliance * Excellent communication, leadership, and coaching skills * Analytical mindset with experience managing KPIs, reports, and team metrics * Strong organizational and problem-solving abilities, especially related to personnel, operations, and IT troubleshooting * Driven by results * Enthusiastic about our work, building a positive culture, and positively affecting healthcare Education/Certification Required: * Bachelor's degree in business, healthcare, communication, or related field What We Offer: * Full access to tools, systems, and support provided by Trusted Medical * A chance to help lead a mission-driven team changing the future of clinical trials * A chance to be part of an innovative organization advancing medical science * Collaborative, innovative work environment that values people and purpose Technical Skills Required: * Experience using or familiarity with clinical trial management systems (CTMS) platforms to track participant interactions, manage recruitment data, and maintain regulatory compliance. * Proficiency with Microsoft tools All applicants must be US citizens and able to obtain a Public Trust clearance. Trusted Medical participates in the E-Verify program. Trusted Medical is a drug-free workplace. Trusted Medical is an Equal Opportunity and Affirmative Action Employer. Trusted Medical prohibits discrimination against individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected by law. Trusted Medical takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or veteran status. | |