Patient Service Co-ordinator

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Provides lead administrative support to the research sites, executing and ensuring completion of all activities of the team by coordinating and assisting patients and visitors visiting the site. Acts as the firstline contact for patients and visitors. Ensures high standards of service and an outstanding patient experience in relation to communication, information and engagement with patients.

Day to day responsibilities:

• Coordinates, oversees and provides direction for the completion of administrative  functions on assigned trials. 

• Welcomes patients and all visitors upon arrival at the site. 

• Completes data entry and visit completion information and manage the diary 

• system, ensuring data is accurate and up to date at all times.

• Schedules patients for follow-up visits, external appointments, transport, etc.

• Conducts reminder telephone calls to patients to confirm visits.

• Prepares all relevant patient documentation as per protocol and local regulations ahead of appointment. 

• May collect medical history information for potential patients, liaising with 

• medical facilities and networks to collect patient files, documentation and other 

• relevant information as may be required as per protocol.

• Collects and tracks patient notes, lab results and questionnaires to facilitate 

• prompt reviewing.

• Assists with the collection of patient SDV from local medical professional.

• Maintains a presentable, safe and clean reception area to enhance the patient 

• and visitor experience.

• Completes or provides guidance to ensure completion of photocopying, faxing, 

• postal activities, archiving and patient refreshments.

• May provide support in the Pharmacy in all areas of drug administration. Assists 

• with deliveries, checking stock and monitoring inventory of the dispensary. 

• Assists with collating files, counting IP returns and ensuring compliance to 

• company SOPs and COPs.

• May assist with the education, evaluation, treatment and follow-up of sleep 

• disorders for clinic patients. Performs comprehensive sleep testing and analysis on clinic patients per study protocol.

• Completes reimbursements of patient study expenses and payments

• Collaborates with other site functions to provide accurate and streamline 

• processes and participate in best practice/process improvement initiatives

• ensuring standardized approach.

• Ensures compliance with company quality framework, regulatory (GCP) 

• legislation, guidelines and international standards (Global/Local COPS & SOPS)

Qualifications: 
Education and Experience: 

High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
Technical positions may require a certificate
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years).
In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role. 

Knowledge, Skills and Abilities: 

• Good understanding of Good Clinical Practices (GCP), with ability to learn and maintain a good working knowledge of FDA regulations and company/client SOPs and WPDs

• Solid organizational skills and flexibility to manage workload and meet changing timelines

• Firm attention to detail to ensure accuracy and efficiency in data entry

• Solid interpersonal/customer service skills, positive attitude, and good oral and written communication

• Capable of working in a team or independently

• Solid English language and grammar skills

• Good computer skills, including proficiency in MS Office (Word, Excel, and PowerPoint) and basic understanding of clinical trial database systems

• Good analytical and data management skills to effectively analyze data/systems to ensure accuracy and efficiency

• BLS or CPR certification

• Ability to multi-task and ability to have oversight over a few studies with a number of participants simultaneously

• Strong attention to detail

• Working knowledge of medical terminology is an advantage

Working Conditions and Environment: 

• Work is performed in an office or clinical environment with exposure to electrical office equipment. 

• Occasional drives to site locations. Potential Occasional travel required.

Physical Requirements:

• Frequently stationary for 4-6 hours per day. 

• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. 

• Occasional mobility required. 

• Occasional crouching, stooping, bending and twisting of upper body and neck. 

• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop 

• computer with a maximum lift of 15-20 lbs. 

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.

• Ability to communicate information and ideas so others will understand; with the ability to listen to 

• and understand information and ideas presented through spoken words and sentences. 

• May interact with others, relating and gathering sensitive information. Interaction includes diverse 

• groups.

• Works with guidance or reliance on oral or written instructions from management. May require 

• periods of intense concentration. 

• Performs a wide range of variable tasks as dictated by variable demands and changing conditions 

• with little predictability as to the occurrence. Ability to perform under stress. Ability to multi-task. 

• Regular and consistent attendance.