Patient Care Advocate

Patient Care Advocates (PCAs) are members of our fully remote Contact Center team and handle all our outbound and inbound communication with patients and other interested parties. The primary objective is to use care, empathy, and intelligence to ensure that patients are pre-qualified before sending them to study sites. PCAs also assist patients in navigating the clinical trial search feature on our website or answering general questions about studies (over the phone or email).

Principle Accountabilities:

●       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

●       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

●       Highly preferred but not required: demonstrated fluency in at least one language other than English

●       Preferred but not required: experience in healthcare in a patient-facing role

●       Preferred but not required: experience with Zendesk or similar CRM system

Skills

●       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)

Applicants must be available to start work at the end of February.

• Competitive hourly rate
• Flexible working