Patient Care Advocate

Summary

Join our fully remote Contact Center team as a Patient Care Advocate (PCA) and handle inbound and outbound communication with patients. Your primary objective will be to pre-qualify patients for clinical trials using care and empathy. You will assist patients in navigating our website's clinical trial search feature and answer their questions. This role requires strong communication and multitasking skills, along with a compassionate approach. Flexibility in hours (15-40 per week) is a key aspect, and prior contact center experience is essential. The position offers a competitive hourly rate and flexible working arrangements.

Requirements

• At a minimum, 2-3 years’ work experience calling customers in a contact center environment
• Highly flexible in nature and able to work as many or as few hours as needed depending on study workload (range of 15-40 hours per week)
• Must have the ability to work from a quiet environment with minimal distractions
• Applicants must be available to start work at the end of February
• Ability to multitask; the role requires you to follow a script and take notes on patient discussions
• Strong communication skills
• Compassionate, patient, and caring towards others
• Highly organized and detail-oriented
• Ability to learn new processes quickly
• Ability to switch between processes with ease (you will be tasked with working in different programs, platforms, and documents while speaking on the phone with patients)

Responsibilities

• Contact each patient registered for a clinical trial promptly and as per internal guidelines to phone validate their pre-screener responses as per the approved script for the study
• Follow the scripts and training guidelines for each study, and direct any further questions requiring medical judgment to the clinical site
• Assist patients who are more generally seeking help with trials to navigate our website and explore their options
• Answer patient queries over email and other channels
• Maintain a professional yet compassionate approach to all patient communications
• Notice and report trends in patient insights to Commercial Operations, Engineering, and Product as necessary

Preferred Qualifications

• Demonstrated fluency in at least one language other than English
• Experience in healthcare in a patient-facing role
• Experience with Zendesk or similar CRM system

Benefits

• Competitive hourly rate
• Flexible working