Patient Experience Coordinator - Clinical Research

KCR Placement; United Kingdom; Remote; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Annual leave

Health insurance

Retirement planning

Employee Assistance Programme LifeWork

Life assurance

Flexible benefits

Job summary

ICON is seeking an Administrative Coordinator in Northamptonshire to deliver welcoming front-of-house and administrative support for patients in clinical research studies. You will coordinate appointments, respond to inquiries, arrange study procedures, and assist with study administration within protocol and UK data protection guidelines.

This entry-level role offers progression towards CRC I responsibilities, including basic phlebotomy and vital signs, after training and competency assessment.

Qualifications

• Previous experience in an administrative, reception, customer service, healthcare or other patient/customer-facing environment.
• Strong organisational skills, with the ability to coordinate multiple appointments, activities and priorities.
• Excellent verbal and written communication skills and a confident, professional telephone manner.
• A friendly and professional approach, with the ability to communicate sensitively and effectively with patients from a wide range of backgrounds.
• Strong attention to detail and the ability to follow written procedures and instructions accurately.
• Good IT skills and confidence using electronic scheduling, administrative and record-keeping systems.
• Ability to work collaboratively as part of a multidisciplinary clinical research team.
• Ability to handle confidential and sensitive information appropriately.
• A proactive approach and willingness to learn and develop within clinical research.

Responsibilities

• Act as first point of contact for patients and visitors with a welcoming front-of-house service.
• Greet patients on arrival, confirm appointments and notify clinical team members.
• Schedule and coordinate patient study visits per protocol windows.
• Contact patients to arrange, confirm or reschedule appointments.
• Coordinate study procedures with external vendors within protocol timelines.
• Answer calls and escalate questions to clinical team as needed.
• Check and action site voicemail messages daily.
• Support patient reimbursement processes and documentation.
• Maintain accurate appointment schedules and patient records.
• Provide general admin support to CRCs and clinical team for site operations.
• Handle patient information confidentially per UK data protection rules.
• Complete required training and follow GCP and UK requirements.

Skills

Organisational skills

Communication skills

IT skills

Teamwork

Attention to detail

Data handling

Confidentiality

Proactive learning

Job description

ICON is seeking an Administrative Coordinator in Northamptonshire to deliver welcoming front-of-house and administrative support for patients in clinical research studies. You will coordinate appointments, respond to inquiries, arrange study procedures, and assist with study administration within protocol and UK data protection guidelines.

This entry-level role offers progression towards CRC I responsibilities, including basic phlebotomy and vital signs, after training and competency assessment.