Position Overview & Specifications
Scout Clinical, a part of the Meeting Protocol family, offers comprehensive clinical trial patient services that are adaptable to fit the precise needs of each patient, site, sponsor, and study. At Scout, our mission is to be regarded as the best clinical trial patient travel and reimbursement company in the world. Scout offers a stress-free, confidential, and personalized process of supporting patients in studies anywhere in the world. We are recognized as a leader in our field for quality, service, attention to detail, and stellar team members. If this sounds like you, we’d love to have you join our rapidly growing team!
Position Summary:
We are looking to hire a talented and eager bilingual (French) UK based Patient Liaison to join our team in a remote position. The Patient Liaison provides customer support to patients and clinics involved in pharmaceutical research trials. You would be responsible for ensuring customers (patients and clinics) of Scout Clinical receive excellent and consistent service. This includes review travel and expense reimbursement requests, partnering with our vendors to fulfill services, and answering questions in a timely and courteous manner.
Responsibilities of this position include but are not limited to:
- Serve as the primary point of contact to our patients, study sites, vendors and other related parties
- Scheduling travel requests for patients enrolled in clinical trials, including:
- Arrangements including flights, hotel, ground transportation and special needs assistance
- Interaction and management of vendors handling travel requests
- Expense reimbursements to patients for approved expenses
- Responsible for training study site personnel on how to use the on-line portal including:
- Creating/entering requests in the portal
The ideal candidate will have the following experience, skills, and knowledge:
- Minimum of three years’ experience within the customer service or life sciences industry preferred
- BS or BA degree preferred
- Strong computer skills (Excel, Word, Outlook, Internet Explorer)
- Ability to modify, edit and create Excel spreadsheets, Word documents
- Ability to conduct hotel / venue / destination research online
- Knowledge and understanding of foreign currency and ability to convert to USD
- Ability to handle multiple projects / tasks simultaneously
- Ability to track and manage key dates / deadlines
The ideal candidate will have the following competencies and qualities:
- The ability to learn
- Timely, professional, courteous correspondence and communication with clients, vendors and colleagues
- Highly Ethical and of Good Character
• Good Common Sense / Intelligent • Excellent Interpersonal skills (friendly, out-going)
- Attention to Detail (perfectionists preferred)
- Well Organized with an ability to Prioritize and Multi-Task
- Extremely Customer Service Oriented
- Patient, Flexible Attitude
- Ability to Work within and meet Strict Deadlines / Time Management
- Ability to Work under pressure in a Fast Paced, Demanding Environment
- Self-Motivated but also Follows Instructions
- Good Communicator / Articulate
- Hard Working and Reliable / Good Work Ethic / Takes Pride in Own Work
- Ability to Work with Financial Information / Currencies / Spreadsheets
- Ability to Evaluate and Negotiate proposals from 3rd party suppliers
- Forward Thinking / Forward Planner and Problem Solver
- Diplomatic and Discreet
- Team Player
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