Patient Experience Coordinator

Science 37

A Patient Experience Coordinator provides telephonic, email, secure messaging and chat support to individuals participating in Science 37 clinical research studies. Through skills and knowledge, the Patient Experience Coordinator helps simplify their clinical study experience.Patient Experience Coordinators typically assist individuals with understanding the clinical research study, the requirements, the participation steps and other general support. Patient Experience Coordinators are expected to model empathy, and an excellent understanding of the clinical research studies.

Duties and Responsibilities

Duties include but are not limited to:

  1. Outbound calling to clinical research study participants, field secure messages, respond to emails, chat inquiries in a timely/appropriate manner
  2. Identifying root causes of reported issues; determining best approach to resolve problems; expediting corrections or adjustments and follows up to ensure satisfaction
  3. Scheduling clinical study participants, ensuring that all calls are processed correctly and promptly
  4. Operating the central communications center for the patient experience center
  5. Prioritizing multiple tasks/demands while establishing effective working relationships with participants, co-workers and the clinical operations team
  6. Ensuring the privacy and confidentiality of participants’ personal health information

Qualifications and Skills

Qualifications

  1. High School Diploma or equivalent
  2. Must possess a minimum of 1-3 years demonstrated experience performing a customer service role supporting clients with program understanding and program issues
  3. Must have minimum 1 year of experience working at a call center
  4. Experience with an administrative/healthcare customer service role in a large healthcare office setting, is a plus
  5. Experience with Five9 call center software is a plus
  6. Bilingual strongly preferred/a plus

Skills/Competencies

  1. Ability to securely handle personal health information (PHI) and personally identifiable Information in accordance with applicable laws and regulations
  2. Capability to learn, understand, and follow established procedures based on technology and business requirements
  3. Providing a strong bias for action and demonstrated desire for ownership
  4. Ability to demonstrate technologically savvy; experience using a customer service management database
  5. Ability to provide exceptional customer service skills; pleasant, patient, and friendly attitude that works well with others
  6. Ability to handle all participants professionally and patiently
  7. Providing problem-solving skills and ability to prioritize work
  8. Ability to demonstrate excellent time management and follow-up skills
  9. Ability to identify and escalate issues that require input from other departments
  10. Providing a strong organizational ability to handle multiple events simultaneously

Capabilities

  1. Capability to be able to be on the phone along with the ability to juggle multiple interactions at one time
  2. Ability to communicate in English (both verbal and written)
  3. Providing an excellent demeanor; telephone presence and customer service skills
  4. Ability to handle large call volumes for extend periods of time

Supervision

The incumbent reports directly to Director, Patient Recruitment

Direct Reports

No direct reports

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