Patient Concierge Manager

Job Summary

The Patient Concierge Manager will join Medpace to lead a team working to establish and cultivate this new global service offering. This service directly supports the patient in their journey of participating in a clinical trial through coordinating travel logistics on their behalf and reimbursing any out‑of‑pocket expenses. The goal is to provide a positive experience for the patient by easing the financial burden and coordination effort when traveling from their home to clinic.

This position will be responsible for establishing and overseeing start‑to‑finish functions and process for the department to ensure premier level of customized patient care and service.

They will manage project assignments and personnel, ensure scope of project bids are aligned with protocol and patient population, present service capabilities to potential clients, coordinate cross‑functional interaction and workflow, develop financial tracking and reporting tools, oversee technology enhancements and integration, streamline vendor procedures, evaluate and implement process improvements, and hire and train new staff.

• Generate start‑to‑finish workflow guidelines and training materials
• Assign staff to projects and manage department personnel
• Review protocol and visit schedule for new project bids; ensure scope is aligned with expected need and patient population
• Present service capabilities and defend bids to potential clients
• Coordinate and streamline internal cross‑functional procedures as well as with external vendors
• Develop financial tracking and reporting tools
• Ensure all vendor invoices are received monthly and entered into accounting system for payment
• Coordinate with Medpace Travel and Finance regarding spend and payment account funding
• Responsible to ensure technology enhancements and integrations are implemented within necessary timelines
• Evaluate department processes for potential process improvement and implement appropriate workflow development
• Assess staff capacity in relation to potential award pipeline; establish short‑term and long‑term department staffing plan; hire and train new staff
• Maintain effective and efficient communication
• May be responsible for other projects and responsibilities as assigned
• Some evening and or weekend work for patient travel emergency assistance

• Bachelor’s degree
• Minimum 5 years’ experience in a patient travel and payment service
• Experience managing other personnel and/or department
• Knowledge and experience of global travel logistics, infrastructure and cost drivers
• Knowledge of the pharmaceutical clinical research industry and how participation in clinical trials affects patients, as well as clarity on the benefits of this support
• Prior experience of working within a clinical research/healthcare setting
• Spanish speaking is a bonus, however not essential
• Effective time management skills, with a strong ability to manage multiple projects and timelines
• Computer literacy and knowledge of Microsoft Office products (e.g., Word, Excel, Power Point)
• Determined and enthusiastic to embrace an opportunity within a new service
• Team‑player with a positive attitude and genuine love to support patients

A target salary range of $100,000 - $150,000 with potential for bonus awards. Your compensation will be based on your skills and experience.

Medpace offers the following benefits for full‑time positions: medical, dental, vision, 401(k), vacation policy, sick days, paid holidays, work from home flexibility, short‑term disability, long‑term disability, health savings and flexible savings accounts, life and AD&D insurance, pet insurance, and reimbursement for travel expenses (including food and gas allowance, rental cars, and hotel accommodations).

Applications will be accepted on an ongoing basis. For more details, please discuss with your recruiter.

EO/AA Employer M/F/Disability/Vets