Patient Care Coordinator

Orlando

COMPANY DESCRIPTION

Charter Research is a highly experienced and quickly growing clinical research company, based in The Villages and Orlando, FL that is looking to add to our team to help us fulfill our mission of discovering future medicines. Our company is locally 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 in Orlando.

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

1. 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.
2. Optimize patients’ satisfaction by notifying appropriate staff of their arrival.
3. 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.
4. Retrieve and distribute voicemails each morning.
5. Stock patient refreshments and beverages.
6. Coordinate patient meals, including placing food orders, processing receipts, and reporting to the finance department.
7. 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.​​​​​​
8. Maintain operation of coffee machines and reception copier equipment.
9. Ensure common areas are orderly, neat, and clean in order to provide a positive experience for patients and guests.
10. Assist with scheduling prescreen appointments.
11. 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.
12. Maintain imaging vendor portal access and assist clinic staff (Clinical Research Coordinators and Physicians) with obtaining reports when requested.
13. Arrange patient transportation via UBER Health or other approved transportation vendor.
14. Manage the visitor and pest control logs.
15. Order supplies as directed by the office manager and report expenses.
16. Ensure patient stipend cards are inventoried and reported to finance on a weekly basis; troubleshoot and resolve card issues by communicating with finance and patients.
17. Assist Lead Clinical Care Coordinator with tasks as assigned.
18. Provide administrative support to team members as needed.
19. Assist with special projects and perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

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

QUALIFICATIONS

Language

1. Fluent in both English and Spanish. (Spanish required at Winter Park location only.)

Education

1. High school diploma or equivalent required.
2. Bachelor’s degree or associate degree in office administration or related field preferred.

Experience

1. At least three years of administrative and customer service experience is required.

Physical Requirements

1. Prolonged periods of sitting at a desk and working on a computer.
2. Must be able to lift up to 15 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.