Patient Care Coordinator

Charter Research, LLC; Orlando, Northern (FL, KY); Hybrid; USD 2,066,000 - 3,031,000; Full time

Job summary

Charter Research LLC in Orlando, FL seeks a Patient Care Coordinator to ensure a personal, friendly patient experience at the site and over the phone. You will act as the face of the company and provide outstanding customer service and support to patients, visitors, and staff.

Responsibilities include greeting visitors, coordinating meals, managing calls, scheduling prescreen appointments, and assisting with reports and transportation arrangements, while maintaining a seamless patient flow.

Qualifications

• Fully bilingual in English and Spanish is required.
• Associate or bachelor’s degree preferred.
• Typically entry-level to intermediate professional experience in customer service, healthcare, or hospitality.

Responsibilities

• Greet patients/visitors warmly in person or by phone and route inquiries.
• Notify staff of arrivals and maintain smooth patient flow.
• Answer a multi-line phone system and route messages.
• Retrieve voicemails daily and respond or escalate as needed.
• Coordinate patient meals and stock refreshments for patients.
• Provide exceptional patient experience with meals, information, and personalized recognition.
• Assist with scheduling prescreen appointments and remind patients of visits.
• Maintain imaging vendor portal access and assist with reports on request.
• Arrange patient transportation via approved vendors.
• Manage visitor and pest control logs and order office supplies.
• Support team on special projects and general duties as needed.

Skills

Bilingual Eng/Spn

Education

Assoc or Bach degree preferred

Tools

Microsoft Office

Job description

Charter Research is a highly experienced and quickly growing clinical research company, based in Florida and Illinois, that is looking to add to our team to help us fulfill our mission of discovering future medicines. Our company is privately owned and prides itself on providing exceptional patient experience to our participants, as well as offering agile recruitment strategies to our sponsors. Above all, we are a team, and we are seeking the right team member to add to our foundation inOrlando, FL.

POSITION OVERVIEW

The Patient Care Coordinator oversees the visitor and patient experience and ensures a personal, friendly experience for everyone entering the site or calling on the phone. The Patient Care Coordinator serves as the “ face ” of the company and provides outstanding customer service and support to visitors, patients, and staff.

RESPONSIBILITIES

• Welcome patients and visitors by greeting them in a warm and friendly manner, either in person or on the telephone and answering or referring to inquiries.
• Optimize patients’ satisfaction by notifying appropriate sta ff of their arrival.
• Answer a multi-line phone system, manage calls by routing them to the proper extensions or taking messages and delivering them within our message system.
• Retrieve and distribute voicemails each morning.
• Coordinate patient meals, including placing food orders, processing receipts, and reporting to the finance department. Stock patient refreshments and beverages.
• Ensure an exceptional patient experience by providing meals, entertainment, access to information, and personalized recognition for patients, caregivers, and their friends and family – including meaningful milestones such as birthdays, anniversaries, randomization days, study completion days, first day of open label medication, and/or other important study or personal events.
• Maintain operation of coffee machines and reception copier equipment.
• Ensure common areas are orderly, neat, and clean to provide a positive experience for patients and guests.
• Assist with scheduling prescreen appointments.
• Keep appointments on schedule by reminding patients and participants of their appointment the day before. Provide necessary information to patients or participants to ensure they are prepared for the scheduled visit.
• Maintain imaging vendor portal access and assist clinic staff (Clinical Research Coordinators and Physicians) with obtaining reports when requested.
• Arrange patient transportation via UBER Health or other approved transportation vendor.
• Manage the visitor and pest control logs.
• Order supplies as directed by the office manager and report expenses.
• Inventory patient stipend cards and report to the office manager on a weekly basis; troubleshoot and resolve card issues by communicating with the clinic and patients.
• Maintain a “One Team” approach to trial success. To maintain healthy patient flow and ensure the success of all trials, team members may be temporarily reassigned to patient engagement or clinic responsibilities, as appropriate. This flexibility is essential to meeting our contractual obligations and ensuring a seamless experience for all trial participants.
• Provide administrative support to team members as needed.
• Assist with special projects and perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent organizational skills with attention to detail and ability to follow through on tasks.
• Strong time management skills with ability to multi-task and prioritize work according to urgency.
• Ability to communicate clearly and effectively (verbally and written).
• Excellent interpersonal, customer service skills, and telephone skills.
• Engaging personality and optimistic outlook.
• Ability to work independently as well as part of a team.
• Ability to work in a fast-paced environment while maintaining a calm demeanor.
• Ability to maintain composure under pressure in stressful situations (e.g., during emergencies, upset visitor).
• Proficient with Microsoft Office.

QUALIFICATIONS

Language

• Fully bilingual in English and Spanish is required.

Education

• Associate or bachelor’s degree preferred.

Experience

• Typically, entry-level to intermediate professional experience in customer service, healthcare, or hospitality (or other related field).

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.

Charter Research provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws.