Office Manager

Description

The Office Manager keeps Community Clinical Research’s psychiatric clinical trial site running smoothly behind the scenes. This role is the first point of contact for prospective study participants calling the site, keeps the patient recruitment dashboard accurate and current, and serves as the site's go-to person for building maintenance and vendor coordination. The Office Manager also supports activity coordination on the unit and manages purchasing for unit needs. The ideal candidate is organized, calm under pressure, and brings warmth and discretion to every interaction with patients.

Key Responsibilities

Patient Recruitment Support

• Serve as the first point of contact for inbound calls from prospective study participants, referral sources, and caregivers; answer questions professionally, empathetically, and within approved scripts.
• Conduct initial call intake, capture caller information accurately, and route qualified leads to the recruitment and clinical teams for pre-screening in a timely manner.
• Maintain and update the patient recruitment dashboard daily, ensuring lead status, call outcomes, follow-ups, and referral sources are tracked accurately.
• Manage callback queues and voicemail so that every inquiry receives a timely response.
• Protect patient privacy at all times, handling all participant information in accordance with HIPAA, GCP, and site SOPs.
• Partner with recruitment leadership to flag trends, bottlenecks, or data discrepancies seen in call volume and dashboard metrics.

Maintenance & Building Operations

• Act as the first point of contact for all building maintenance, facilities, and repair issues at the site.
• Coordinate with third-party vendors and service providers, including scheduling, providing site access, overseeing work completion, and following up on open items.
• Obtain approval before authorizing any vendor work, quotes, or maintenance-related expenditures.
• Maintain a log of maintenance requests, vendor contacts, service history, and recurring service schedules.
• Support a safe, clean, and compliant environment for patients and staff, escalating urgent safety or facility concerns immediately.

Unit Activity Coordination

• Assist with planning, scheduling, and coordinating activities on the unit.
• Prepare activity spaces and materials and help ensure activities run on time and align with study schedules and protocol requirements.
• Communicate activity schedules and changes to unit staff and support a positive, structured environment for participants.

Unit Purchasing

• Purchase supplies, equipment, and other items for the unit.
• Track orders and deliveries, maintain receipts and purchase records, and reconcile purchases in line with company procedures.
• Monitor unit supply levels and proactively recommend restocking needs.

Office Administration

• Oversee day-to-day front office operations, including office supplies, mail, and general administrative support for the site team.
• Keep office systems, shared files, and contact lists organized and up to date.
• Support other site operations projects and administrative tasks as assigned.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business Administration, Healthcare Administration, or a related field preferred
• 2-4 years of office management or administrative experience required, ideally in a clinical research, healthcare, or behavioral health setting
• Strong interpersonal and communication skills with the ability to build trust at all levels
• Excellent organizational skills with the ability to manage multiple priorities
• Experience handling high-volume inbound calls and maintaining CRM, recruitment dashboards, or similar tracking tools
• Experience coordinating facilities maintenance and third-party vendors
• Working knowledge of HIPAA; familiarity with GCP and clinical trial operations is a plus
• Proficiency with Microsoft Office and comfort learning new systems
• Compassionate, professional, and discreet communication with individuals living with mental health conditions
• Sound judgment and the ability to know when to escalate issues to leadership

Cultural Values Fit

• Patients First -Every decision starts with the person in front of us. Quality and patient safety come first, no exceptions.
• Hustle Harder -We start trials and enroll patients faster than almost anyone in the industry, and we hold ourselves to being easy to work with, not just quick.
• Authenticity, Always - We say what's true, expect the same in return, and treat “no surprises” as a promise we keep, not a slogan on a wall. We'd rather show up as our normal selves than a polished version that doesn't hold up.
• Serve with Joy - This is a people-first business before anything else. The work is complex, but we still find ways to have fun and take care of each other. When we make an impact, big or small, we celebrate it out loud.
• Excellence Together - Great research is never one person's win. Every role, from feasibility to quality, owns the outcome together, and one shared operating model keeps every site aligned. We win together or not at all.