Lead Patient Concierge Manager

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Job Title : Lead Concierge Manager

Location : Remote

Job Type : Contract

Scarritt Group is a global meeting planning company specializing in pharmaceutical clinical meetings, committed to delivering seamless, patient-focused solutions that support the success of clinical trials worldwide. We take pride in our culture of precision, innovation, and compassion—and we are seeking a dedicated Lead Concierge Manager to help us uphold these values.

Position Overview

Under the supervision of the Director of Patient Services, the Lead Concierge Manager is responsible for overseeing global patient travel logistics in support of clinical trials. This leadership role is key to ensuring operational consistency, service quality, and compliance with regulatory and internal standards.

This position requires an experienced professional with a strong background in global travel coordination, team management, and patient services. The ideal candidate is highly organized, detail-oriented, and committed to delivering a seamless experience for patients participating in critical clinical research.

Key Responsibilities

• Global Travel Oversight
• Manage all patient travel arrangements worldwide, including flights, accommodations, and related logistics
• Establish and refine streamlined processes focused on efficiency and patient satisfaction
• Ensure compliance with budget constraints and reimbursement policies
• Supervise concierge coordinators across global regions
• Conduct team meetings, performance reviews, and one-on-one support sessions
• Foster a patient-first mindset throughout the team
• Develop standardized protocols and deliver comprehensive training programs
• Implement consistent practices across all locations and team members
• Keep training materials current with evolving policies and regulations

Systems & Process Optimization

• Collaborate with IT and Project Management to enhance travel management systems
• Ensure all coordinators are proficient in system use
• Identify and implement workflow improvements
• Maintain accurate tracking systems for all travel activities
• Support the Accounting team in reconciling travel-related expenses
• Generate travel and performance reports for internal and client use

Cross-Functional Collaboration

• Coordinate with Project Management, Accounting, and Site / Patient teams
• Maintain open communication channels with clinical sites and patients
• Resolve travel issues proactively and efficiently

Compliance & Regulation

• Ensure adherence to HIPAA, GDPR, and financial compliance guidelines
• Keep travel policies aligned with legal and ethical standards
• Train team members in compliance best practices
• Identify potential risks and develop response plans
• Serve as the main escalation point for complex travel situations
• Guide team in managing disruptions or emergencies

Quality Assurance

• Conduct regular audits and reviews of travel operations
• Enforce quality standards for all arrangements and communications

Documentation & Knowledge Sharing

• Maintain clear, accessible documentation of all processes
• Update protocols and templates as needed
• Contribute to team knowledge sharing and best practice archives

Qualifications

• Minimum 3 years of experience in global travel coordination, patient logistics, or concierge management
• Proven leadership experience, ideally in a healthcare or clinical trial setting
• Strong understanding of compliance standards (HIPAA, GDPR, etc.)
• Excellent communication and organizational skills
• Proficiency in travel booking platforms and CRM systems
• Ability to work independently and manage multiple priorities across time zones

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Events Services and Hospitality

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