Patient Coordinator

Job Overview 

The Patient Coordinator is a pivotal role responsible for pre-screening potential candidates for clinical trials via phone interactions across many therapeutic areas. This position requires a blend of interpersonal communication skills, medical knowledge, technical proficiency, and organizational abilities. The Patient Screener plays a crucial role in the initial stages of the clinical trial process, ensuring that qualified candidates are identified and referred to appropriate clinical trial sites in a timely and stream-lined manner. 

Key Responsibilities: 

• Pre-Screening Calls: Manage a high volume of inbound and outbound calls. Conduct thorough pre-screening calls with potential candidates remotely to gather medical history, demographics, and other relevant information as per trial protocols. 

• Patient Interaction: Communicate clearly and compassionately (often via a script) with potential participants, explaining the purpose of the clinical trial, eligibility criteria, and associated risks or benefits. Forge relationships with patients by “going the extra mile”. 

• Medical Terminology: Demonstrate proficiency in medical terminology to accurately assess patient information and determine eligibility for clinical trials. 

• Technical Skills: Utilize remote communication tools such as Microsoft Outlook, SharePoint, RingCentral, Slack, Microsoft Teams, and other relevant software for conducting calls, documentation, and team communication. 

• GCP Certification: Good Clinical Practice (GCP) certification or willingness to obtain certification within a specified timeframe. 

• Performance Metrics: Meet or exceed performance Key Performance Indicators (KPIs) and metrics related to pre-qualified referrals and downstream funnel outcomes, such as enrollment rates and conversion ratios. 

• Documentation: Maintain detailed and accurate records of patient interactions using remote documentation tools, ensuring compliance with regulatory standards and trial-specific requirements. 

• Training and Development: Participate in ongoing remote training sessions to stay updated on trial protocols, regulatory requirements, and best practices in patient engagement. 

• Quality Assurance: Adhere to established quality assurance protocols to ensure compliance with regulatory standards and trial-specific requirements. 

• Communication: Provide timely updates to relevant stakeholders using remote communication tools regarding patient status, referral outcomes, and any issues or concerns that may arise during the pre-screening process. 

Qualifications and Skills: 

• Minimum of 2 years of experience within a call center environment in the healthcare or clinical research industry. 

• Strong communication skills, both verbal and written, with the ability to convey complex medical information clearly and effectively. 

• Proficiency in remote communication tools such as RingCentral, Slack, Microsoft Office Suite, etc. 

• Knowledge of medical terminology and clinical trial processes. 

• Ability to multitask and prioritize workload in a remote, fast-paced environment. 

• Excellent organizational skills and attention to detail. 

• GCP certification or willingness to obtain certification is advantageous. 

• Comfortable using computers and adapting to new software applications as needed. 

Working Conditions: 

• This role is fully remote, requiring a stable internet connection and a suitable workspace. 

• Standard remote working hours apply, with occasional flexibility required to accommodate patient needs or project demands. 

• Interaction with patients may occasionally involve sensitive or emotional situations, requiring empathy and professionalism. 

Benefits: 

• 401(k) 

• 401(k) matching 

• Dental insurance 

• Health insurance 

• Health savings account 

• Life insurance 

• Paid time off 

• Parental leave 

• Professional development assistance 

• Referral program 

• Vision insurance