Patient Liaison

SiteRx•Orlando, FL

3d•Onsite

About The Position

The Patient Liaison handles patient engagement and care coordination related to treatment communications directed by patients’ healthcare providers. The role facilitates patients’ education and understanding of clinical research opportunities and responds to interest in participating in clinical trials. This is a 100% on-site role at SiteRx’s office in Maitland, Florida. The position involves handling more than 50 inbound and outbound calls per day with patients and caregivers, accurately collecting and entering patient information into relevant databases during calls, and providing individualized, caring, courteous, and efficient service. The Patient Liaison also supports teammates and cross-functional colleagues and attends and contributes to meetings with SiteRx personnel.

Requirements

Bachelor’s degree, Associate’s degree, or equivalent.
At least 2 years of call center/contact center management experience.
Prior history delivering excellent customer service.
Documentation experience in a customer service environment.
Exceptional organizational skills and attention to detail.
Critical-thinking skills.
Excellent verbal and written communication skills.
Ability to self-manage time and balance multiple priorities.
Ability to adapt quickly to changes in responsibilities, workloads, and priorities.
Ability to learn quickly and retain and differentiate key enrollment criteria across clinical trials.
Focus on process improvement and ability to articulate ideas for improving efficiency and maximizing results.
Well-developed interpersonal skills and ability to work independently and collaboratively with coworkers, peers, supervisors, and external customers.
Ability to maintain confidentiality in accordance with HIPAA guidelines and protect patient and other sensitive information.
Professionalism, a sense of urgency, and self-motivation to achieve required metrics.
Skills in coaching, developing, and motivating employees toward achieving and exceeding organizational goals and objectives.

Nice To Haves

Medical documentation experience is preferred.
Medical terminology knowledge.
Bilingual Spanish/English skills.
Prior inside sales experience.
Call center experience.

Responsibilities

Conduct patient and caregiver education and engagement through more than 50 inbound and outbound calls per day.
Respond to patient and caregiver interest in participating in clinical trials.
Accurately collect and enter patient information into relevant databases while on the phone.
Provide individualized, caring, courteous, and efficient service.
Support other team members and cross-functional colleagues.
Attend and contribute to meetings with SiteRx personnel.
Maintain confidentiality of HIPAA-protected patient information and other sensitive information.