Patient Concierge Coordinator (US Based)

Description

Patient Concierge Coordinator

(Illingworth Research Group, a Syneos Health Company)

Syneos Health is the only fully integrated biopharmaceutical solutions organization purpose-built to accelerate customer success. We lead with a product development mindset, seamlessly connecting our capabilities to add high-value insights to speed therapies to patients and provide practical value to help our customers achieve their objectives.

Our Clinical Development model brings the customer and the patient to the center of everything that we do. We are continuously looking for ways to simplify and streamline our work to not only make Syneos Health easier to work with, but to make us easier to work for.

Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you'll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to accelerate the delivery of therapies, because we are passionate to change lives.

Discover what our 29,000 employees, across 110 countries already know:

WORK HERE MATTERS EVERYWHERE

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture - where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives - we're able to create a place where everyone feels like they belong.

Job responsibilities

• At the point of a new project being awarded for the Patient Concierge Service, working with the PCPMs and SPCC as applicable to familiarise themselves with the study, protocol, visit schedule and any specific patient requirements.
• Support set up activities for new projects, including mailbox, SharePoint and portal set up and document preparation, for example.
• Working with sites, clients, the Patient Concierge Project Managers (PCPMs) and SPCC, the role is critical to piecing all the information together that is needed to provide a high-quality service to patients. This may also involve liaising with other internal stakeholders and understanding the entire process, recognising the role PCS plays in the clinical trial to protect the patients and their families and the impact it can have on retention.
• As patients register on the app, being responsible for cross checking patient's enrolment on the study and approving access to app.
• Liaising with patients (or potentially a patient's primary caregiver/family member) to ensure appointment schedule is communicated, book travel requirements, and process reimbursements through the finance team. Answer any ad hoc questions/escalate queries if the responsibility for resolution does not sit with Illingworth.
• Responding to the following patient requests submitted via the app to the portal:
  
  
  
  • Booking flight and train tickets and accommodation with travel provider - either via the online portal or directly with the team dependent on the complexity of the travel needs, pushing pdf confirmation back to the app so patient has ticketing/itinerary information.
  • Liaising with ground transportation agent to arrange ground transfers for the patient and confirming back these details through the app.
  • Updating any visit notes and patient information as required.
  • Verify, approve and process patient reimbursements.
  
  
  
  
• Actively contributing to the ongoing improvement of the PCS service offering and service delivery by sharing ideas, suggestions and feedback received and working on ad hoc internal projects.
• Providing the PCPMs and SPCC with requested information for allocated projects to support monthly Finance reporting.
• Ensuring patient confidentiality at all times and the handling of patient data, including personal information, is compliant with GCP, SOPs and applicable regulatory/legal requirements.
• Attend client meetings, site initiation visits, clinical investigator meetings or conferences as required.

Qualifications

What we're looking for

• Project Assistant/Project Management experience or previous similar logistics role.
• Excellent organisational skills, ability to prioritise and manage multiple tasks.
• Knowledge and experience of global travel logistics, infrastructure and cost drivers.
• Knowledge of the pharmaceutical clinical research industry and how participation in clinical trials affects patients, as well as clarity on the benefits of this support.
• Prior experience of working within a clinical research/healthcare setting.
• Spoken and written language skills to cover regional languages highly beneficial.
• Availability to travel from time to time.
• Excellent working knowledge of Microsoft Office software including Outlook, Word, Excel and SharePoint as a minimum.
• Open-minded and enthusiastic to make a positive effect on the lives of patients and be part of something special.

Get to know Syneos Health
Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you'll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

Additional Information:
Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.