Call Center and Analytics Manager

Massive Bio is a rapidly growing health-tech startup founded in 2015 to provide every cancer patient with access to clinical trials regardless of their location or financial situation. Our proprietary patient recruitment and enrollment enablement solution for oncology clinical trials solves for every point of friction in traditional clinical trial enrollment. Privately held and headquartered in New York, NY our passionate changemaking team is looking for several new hires for various roles.
We are looking for a Call Center and Analytics Manager to join our team in our Istanbul, Turkiye office. As a key member of our OUS, Business Development department.
The ideal candidate will be curious, have strong attention to detail, and have a passion for customer success.
Reporting to the COO, you will:

• Lead and manage the Patient Relations team, ensuring efficient operation, and adherence to company standards, and will be responsible for the close performance follow-up of the team.
• Coordinate medical records requests to physicians and healthcare facilities to facilitate seamless patient enrollment in clinical trials.
• Oversee the processing of Next Generation Sequencing (NGS) and biomarker orders, ensuring accuracy and timeliness.
• Manage incoming calls from cancer patients and caregivers, providing empathetic support and guidance throughout the enrollment process.
• Assist patients with trial enrollment procedures, addressing any concerns or inquiries they may have.
• Collaborate with other teams to update them on patient status and progress.
• Analyze patient feedback and insights, providing valuable input to inform product development, operational enhancements, and sales strategies for clinical trials.

• A Bachelor's degree from an accredited institution is preferred.
• Minimum of four years of experience in call center management or a related field, preferably within the healthcare sector.
• Demonstrated experience in managing team members, with at least four years of supervisory experience.
• Capable of managing and evaluating data and analytics of call center.
• Understanding of medical terminology and the broader healthcare ecosystem will be an asset.
• Excellent verbal and written English skills, with the ability to convey complex information clearly and compassionately.
• Empathetic listening skills and the ability to swiftly address patient concerns and resolve issues.
• Proficiency in data entry and computer literacy, with experience using relevant software tools.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects simultaneously.
• High level of speaking, writing, and understanding proficiency in English.
• Living in Istanbul, preferably on the Asian side.
• Work location is Kozyatagi, Istanbul; at least 2/3 days a week at the office.
• No military obligation for candidates.