Patient Concierge Coordinator

About the role

The Patient Concierge Coordinator supports patients participating in clinical trial projects by managing travel logistics, reimbursement processing, and digital platform access. Working closely with project managers and internal teams, the coordinator ensures seamless patient experiences throughout the study lifecycle.

Key responsibilities

• Manage travel logistics or reimbursement processing for patients in assigned clinical trial projects.
• Collaborate with PCS Project Managers, the Patient Concierge Services Manager, and internal teams to understand study requirements and implement patient support services.
• Support setup of new projects, including mailbox creation, portal access, SharePoint folders, and preparation of study‑specific documentation.
• Review and validate patient enrollment information and approve patient access to digital platforms such as PatientGO®.
• Serve as primary point of contact for patient requests via app, email, or phone, providing timely and compassionate responses.
• Coordinate flight, train, accommodation, or ground transport bookings using approved systems or travel providers.
• Review and verify patient reimbursement requests, ensuring compliance with study‑specific policies.
• Approve, reject, or escalate reimbursement or stipend submissions based on study criteria and internal policies.
• Communicate with patients or caregivers to confirm logistics, provide reimbursement updates, and resolve queries.

Required profile

• Strong organizational and detail‑oriented mindset.
• Excellent written and verbal communication skills with a compassionate approach to patient interaction.
• Ability to work collaboratively with cross‑functional teams and adhere to study protocols.
• Familiarity with clinical trial environments and patient support processes is advantageous.

Required skills

• Experience using the PatientGO® digital platform.
• Proficiency with SharePoint for document management.
• Ability to navigate approved travel booking systems and reimbursement tools.

What we offer

• Career development and progression opportunities within a global life‑sciences services organization.
• Technical and therapeutic area training, peer recognition, and total rewards program.
• Inclusive culture that supports authenticity and work‑life balance.
• Opportunity to contribute to impactful patient‑centric solutions in clinical research.