Patient Support Specialist

Job Description

The primary role of the Patient Support Specialist is to fully support and guide patients and caregivers in learning about and finding clinical trials. Their goal is to work with patients, family members and/or health-care providers to assist patients in their efforts to identify appropriate clinical trials and help overcome obstacles to enrollment. They will use their assessment skills, online databases, and information from clinical sites to determine qualification for particular trials.

Additionally, travel and logistics support for study visits is key to retention of enrolled patients.

Hybrid POSITION

• Independently maintaining a caseload of M&B Sciences users or potential users seeking enrollment into clinical trials; this includes assessing, educating, and objectively presenting information to patients about available treatment options, including clinical trials.
• Whenever possible and without providing medical advice, support M&B Sciences users in their healthcare journey, even outside of clinical trials. This may include referring them to other trusted resources, exploring medical specialists in their area, referring them to patient advocates and advocacy groups, and more as needed.
• Coordinate and book travel arrangements for patients participating in clinical studies.
• Manage resources effectively, efficiently, and use problem solving skills to help patients overcome obstacles to enrollment.
• Contribute to continual process improvement of clinical trial support procedures and strategies to make patient support processes more scalable and efficient.
• Triage and manage incoming patient requests across a breadth of communication channels, including live chat, email, phone, and regular mail.
• Ability to work scheduled on-call shifts including weeknights and weekends
• Remain composed under stress, handle self in a professional manner at all times and take personal responsibility for delivering on personal and organizational commitments
• Gather patient electronic medical records by collecting demographic information and interacting with medical facilities and physicians' offices

• 1+ years of relevant experience in customer support, hospitality, or travel industry
• Bachelors degree preferred, but not required
• Experience with clinical trials preferred, but not required
• Experience working in healthcare, specifically patient-focused is a plus
• Experience working in customer service is a plus
• Bilingual is a big plus as well