Patient Services Liaison

How This Role Makes a Difference

The Patient Services Liaison serves as the primary liaison between patients, site staff, and clinical teams, ensuring a high-quality patient experience and efficient coordination of clinical trial visits. This person’s responsibility includes all patient service functionality including scheduling patients, handling the various software and applications, helping patients with applications, and diaries. The position involves close cooperation with researchers and study coordinators to ensure the highest quality of care.

How You'll Make An Impact

Serve as the primary point of contact for patients, providing clear and timely communication regarding study procedures, visit schedules, and expectations

Coordinate, schedule, confirm, and reschedule patient visits in alignment with protocol requirements and site capacity

Maintain accurate site calendars and patient visit diaries, ensuring alignment across investigators, coordinators, and site staff

Support patient use of study-related applications, diaries, and required documentation as required if delegated on the study

Helping to advance the Future of Medicine program by supporting innovative healthcare screenings and guiding patients through a seamless care experience.

Perform day-to-day administrative tasks to support smooth site operations, including documentation preparation, filing, and record maintenance

Manage site diaries, calendars, and appointment systems to ensure visibility and accuracy of all patient visits and site activities

Prepare visit-specific materials, documents, and devices in accordance with visit schedules and study protocols supporting site operations

Ensure accurate registration of appointments and timely updates in operational systems

Support coordination of logistics related to patient visits

Work closely with investigators and site staff to ensure seamless patient flow and visit execution

Build and maintain strong relationships with patients to support retention and a positive site experience

Cooperate with external service providers (e.g., couriers, cleaning services, equipment suppliers) to support site readiness

Address patient inquiries and concerns with professionalism, empathy, and discretion

Resolve routine patient issues and escalate complex cases to appropriate clinical or operational leadership as needed

The Expertise Required

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

Minimum Education:

Bachelor’s Degree required or equivalent experience

Minimum 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 of GDPR (RODO) regulations and patient privacy standards.

Familiar with Microsoft tools (Excel, Word, PowerPoint, Outlook, ...)

Knowledge of English - communicative

How We Work Together

Location: This is an on-site position with regional commute requirements

Travel: Occasional planned travel within the region will be required as part of the role. Overnight travel will be minimal (<10%).

Physical demands associated with this position Include: The ability to use keyboards and other computer equipment.

The expected pay range for this role is $17.00 - $26.00 USD per hour for full time team members.

Benefits & Perks (US Full Time Employees)

Paid Time Off (PTO) and Company Paid Holidays

100% Employer paid medical, dental, and vision insurance plan options

Health Savings Account and Flexible Spending Accounts

Bi-weekly HSA employer contribution

Company paid Short-Term Disability and Long-Term Disability

401(k) Retirement Plan, with Company Match

Mandatory Employer Disclosures

Notice to Illinois applicants: Applicants are not obligated to disclose expunged juvenile records or adjudication, arrest, or conviction.

Notice to Connecticut applicants: Care Access may require applicants to submit to a urinalysis drug test in connection with an application for employment.

Notice to Arizona, Georgia, Indiana, and North Dakota applicants: Care Access complies with applicable laws prohibiting smoking in and around places of employment.

Notice to Massachusetts applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Notice to Rhode Island applicants: Care Access complies with Rhode Island law prohibiting smoking in enclosed areas within places of employment. Care Access is also subject to is subject to Chapters 29–38 of Title 28 of the Rhode Island General Laws.

Notice to Maryland applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.