Patient Service Coordinator

Job description

What We Do

Care Access is a unique, multi-specialty network of research sites that operates as one connected team of physician investigators, nurse coordinators, and operations managers.

Who We Are

We care. Our people are the engines behind our mission: to revolutionize access to clinical trials for the benefit of patients everywhere. We care for one another, find new ideas to accelerate medicine, and seed a long-term impact for generations.

Position Overview

The Patient Service Coordinator is a fully remote role critical to the success of clinical trial operations, with a strong emphasis on database management and cross-functional coordination. This individual will manage and maintain patient records sourced from several internal and external sources across multiple clinical trial management systems (CTMS) and databases. A strong background in data accuracy, organization, and systems navigation is essential. In addition to data responsibilities, the coordinator will actively engage with patients to schedule screening and follow-up visits, requiring close collaboration with physicians, clinic staff, and research teams to align schedules and ensure a seamless patient experience.

This role demands a high level of organization, attention to detail, and the ability to communicate effectively across diverse stakeholders.

What You’ll Be Working On (Duties include but are not limited to):

• You will participate in building strong relationships with the network of Care Access employees and Principle Investigators
• You will 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
• You will be responsible for building a positive image of the site among patients, including building relationships with patients
• You will 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
• You will participate in required trainings both internal and external
• You will prepare required documents/devices in accordance with the patient visit schedule and clinical trial protocols
• Other administrative tasks as necessary

Scope of Role:

• Autonomy of Role: ​Work is performed under general supervision​
• Direct Reports: ​No​

Physical and Travel Requirements:

• This is an on-site position with regional commute requirements. Overnight travel will be minimal (<10%).

What You Bring (Knowledge, Skills, and Abilities):

• 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

Certifications/Licenses, Education, and Experience:

• Bachelor’s Degree required or equivalent experience
• 2+ years of experience in patient services, clinical coordination, or a healthcare-related role.
• Experience in clinical trials or research setting is preferred.
• 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.

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

Diversity & Inclusion

We serve patients and researchers from diverse cultures and communities around the world. We are stronger and better when we build a team representing the people we aim to support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. We value diversity and believe that unique contributions drive our success.  At Care Access, every day, we are advancing medical breakthroughs. We’re uniting standard patient care with cutting-edge treatments and research. Our work brings life-changing therapies to those in need and paves the way for newer and greater treatments to reach the world. We’re proud to advance these breakthroughs and work with the big players while engaging with the best physicians and caring for patients.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Care Access is unable to sponsor work visas at this time.

Employment Statement

Care Access complies with all employment laws and regulations with respect to its employment practices, terms and conditions of employment, and pay equity and wages. Care Access does not engage in any unfair or forced labor practice and does not tolerate, under any circumstances, the use of any form of forced or involuntary labor, child labor, or human trafficking. This extends to suppliers, partners, or other third parties with whom Care Access does business. Care Access values and promotes the protection of human rights everywhere.