Supervisor, PERC

Velocity Clinical Research is an owned and integrated research site organization, providing excellence in patient care, high quality data and fully integrated research sites. At Velocity, we align our values and behaviors to give our employees the best chance of delivering on our brand promise: to bring innovative medical treatments to patients. We are committed to making clinical trials succeed by generating high quality data from as many patients as possible, as quickly as possible while providing exemplary patient care at every step.

As an employee of Velocity, you are the most integral part of our mission. For talented candidates who perform at a high level, Velocity will invest to support career advancement and reward performance. Whether you are new to clinical research or are an industry veteran, we invite you to apply to Velocity.

Benefits include medical, dental and vision insurance, paid time off and company holidays, 401(k) retirement plan with company-match, and an annual incentive program.

Job Summary:

The Supervisor of the Patient Engagement and Recruitment Call Center (PERC) plays an important role in supporting Patient Engagement and Recruitment Call Center (PERC) management in overseeing the operational excellence of the PERC team. The PERC Supervisor manages the daily execution of patient recruitment operations by overseeing the PERC team. This role ensures frontline performance, team engagement, and adherence to protocol expectations, while escalating systemic issues to the PERC Manager for resolution.

Duties/Responsibilities:

• Monitor recruiter availability, call activity, and productivity metrics using the CEBOD dashboard and internal systems.
• Review lead volume and referral progression across portals; pause/reassign based on observed bottlenecks or capacity issues.
• Approve timecards and Time-Off Requests for assigned team members.
• Conduct live call monitoring and weekly QA evaluations for assigned recruiters.
• Provide immediate coaching and feedback on performance trends, soft skills, and study adherence.
• Escalate recurring or high-risk QA issues to the Manager for further action.
• Train and mentor new hires during onboarding, ensuring tool proficiency and schedule adherence.
• Serve as the first point of contact for recruiter questions and minor tech or access issues.
• Support recruiter development through documentation and targeted skill-building.
• Relay key updates, study assignments, and expectations from the Manager to the team daily.
• Respond to recruiter needs and troubleshoot basic issues independently; escalate complex site concerns or workflow misalignments to the Manager.
• Create and refresh call lists, verify contact data accuracy, and assign leads based on daily goals.
• Track recruiter progress to ensure equitable distribution of workload and effective use of databases.
• Other duties as assigned.

Required Skills/Abilities:

• Strong knowledge of clinical research, study recruitment, and patient screening processes.
• Proficient in CRM or CTMS tools (e.g., Salesforce, RealTime, Veeva) and Microsoft Office.
• Excellent interpersonal, leadership, and communication skills.
• Demonstrated ability to motivate and coach a team to meet performance goals.
• Bilingual (English/Spanish or other) preferred.
• Customer service and patient-centric approach
• Analytical thinking and problem solving
• Adaptability in a high-paced, metric-driven environment

Education and Experience:

• High School Diploma or GED required; Associate or bachelor’s degree in healthcare, life sciences, or a related field preferred.
• Two (2) years of experience in a clinical research or healthcare call center environment, with 1 year in a supervisory or team lead role preferred.

NOTE: The above Job Description is intended to communicate the general function of the mentioned position and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required.  Additionally, specific tasks and duties of the position are subject to change as the Company, the department and circumstances change.  All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.