Patient Service Coordinator

Summary

Join Care Access as a Patient Service Coordinator and contribute to the success of clinical trial operations. This fully remote role focuses on database management and cross-functional coordination, requiring you to manage patient records across multiple systems. You will actively engage with patients, scheduling visits and ensuring a seamless patient experience. Strong organizational skills, attention to detail, and effective communication are essential. The position involves collaboration with physicians, clinic staff, and research teams. A Bachelor’s Degree or equivalent experience and 2+ years in a relevant role are required.

Requirements

• Ability to communicate and work effectively with a diverse team of professionals
• Strong organizational skills: Able to prioritize, delegate, direct, support, assign and evaluate others work and follow through on assignments
• Communication Skills: Strong verbal and written communication skills as evidenced by positive interactions with coworkers, management, patients, and vendors
• Team Collaboration Skills: Work effectively and collaboratively with other team members to accomplish mutual goals. Bring positive and supportive attitude to achieving these goals
• Strong computer skills with demonstrated abilities using clinical trials database, MS word and excel
• Ability to balance tasks with competing priorities
• Critical thinker and problem solver
• Curiosity and passion to learn, innovate, able to take thoughtful risks and get things done
• Friendly, outgoing personality with the ability to maintain a positive attitude under pressure
• High level of self-motivation, energy and possess a high degree of urgency
• Ability to work independently in a fast-paced environment with minimal supervision
• Ability to adapt to changes in responsibilities and workloads
• Must have a patient service mentality
• Bachelor’s Degree required or equivalent experience
• 2+ years of experience in patient services, clinical coordination, or a healthcare-related role
• Understanding and adherence to the highest standard for compliance with Canadian privacy regulations and expectations, including PIPEDA. A working knowledge of Provincial level Privacy regulations is considered an asset
• Knowledge of Microsoft tools (Excel, Word, PowerPoint, Outlook, ...)
• Knowledge of basic software applications, including CTMS software, and managing complex databases across multiple platforms

Responsibilities

• Participate in building strong relationships with the network of Care Access employees and Principle Investigators
• Work closely with colleagues from other functions, including Clinical Operations and Site Staff to coordinate patient scheduling and appointments
• Serve as the primary point of contact for patients. Provide clear and timely communication regarding study procedures, visit schedules, and patient expectations
• Be responsible for building a positive image of the site among patients, including building relationships with patients
• Manage operational systems for registration of appointments and patient care
• Coordinate and schedule patient visits and follow-ups, communicating effectively with internal teams to ensure smooth scheduling and rescheduling as needed
• Provide patients with accurate information about the clinical trial process, study requirements, and any necessary follow-up instructions
• Address patient inquiries and concerns with empathy and professionalism
• Address and resolve patient issues promptly as well as escalate complex cases to appropriate clinical management staff
• Participate in required trainings both internal and external
• Prepare required documents/devices in accordance with the patient visit schedule and clinical trial protocols
• Other administrative tasks as necessary

Preferred Qualifications

Experience in clinical trials or research setting is preferred

Benefits

• 6 weeks paid vacation annually
• Access to group health benefits plan for self and dependents
• Voluntary group RRSP retirement plan with matched contributions
• Health & Wellness Allowance