Patient Concierge Coordinator

Position Summary

Updated: Yesterday Location: Morrisville, NC, United States Job :

Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.

Our Clinical Development model places the customer and patient at the center of everything we do. We continuously streamline our processes to be easier to work with and for.

• Passionate about developing people through career development, supportive line management, technical and therapeutic training, peer recognition, and a total rewards program.
• Committed to our Total Self culture where you can authentically be yourself.
• Build a diverse, inclusive workplace where everyone feels they belong.

Manage either travel logistics or reimbursement processing for patients participating in assigned clinical trial projects. Collaborate with PCS Project Managers, the Patient Concierge Services Manager, and internal teams to understand study requirements and implement appropriate patient support services. Support the setup of new projects, including mailbox creation, portal access, SharePoint folders, and preparation of study‑specific documentation. Review and validate patient enrollment information and approve patient access to designated digital platforms (e.g., Patient

GO®). Serve as a primary point of contact for patient requests submitted through the app, email, or phone, ensuring timely and compassionate responses. Coordinate flight, train, accommodation, or ground transport bookings as required using approved systems or travel providers. Review and verify patient reimbursement requests, ensuring compliance with study‑specific Travel & Reimbursement Policies. Approve, reject, or escrow reimbursement or stipend submissions as appropriate based on study criteria and internal policies.

Communicate with patients or caregivers to confirm logistics, provide reimbursement updates, and resolve queries or concerns. Liaise with clinical sites to provide guidance or resolve issues related to reimbursement or patient travel coordination. Ensure timely processing of patient payments, stipends, or travel confirmations using approved systems and vendor platforms. Manage allocation and tracking of patient payment cards when required by the project.

Maintain accurate documentation by updating patient information, visit records, and service logs in real time. Assist with or complete reimbursement submissions on behalf of patients when needed. Contribute to service improvements by identifying operational gaps, sharing feedback, and supporting internal initiatives. Support financial tracking activities by providing relevant data and updates for monthly reporting. Ensure strict patient confidentiality and compliance with Good Clinical Practice (GCP), data protection regulations, and company SOPs.

Participate in client meetings, site initiation visits, and investigator meetings when requested, representing PCS services. Stay current on tools, technologies, and processes related to patient travel and reimbursement coordination. Support internal team projects and initiatives to contribute to growth and improvement of the PCS function.

The Patient Concierge Coordinator supports patients participating in clinical trials by managing either travel logistics or patient reimbursement activities, depending on the assigned focus area. The role ensures patients have a smooth, supportive experience while participating in studies by coordinating timely, compliant, and personalized services. Coordinators work closely with patients, sites, vendors, and internal stakeholders and uphold the highest standards of confidentiality, accuracy, and service.

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company is committed to compliance with the Americans with Disabilities Act, providing reasonable accommodations when appropriate to assist employees or applicants in performing the essential functions of the job.