[Hiring] Patient Concierge Coordinator @Syneos Health

Role Description

The Patient Concierge Coordinator is responsible for managing travel logistics or reimbursement processing for patients participating in assigned clinical trial projects. Key responsibilities include:

• Manage either travel logistics or reimbursement processing for patients participating in assigned clinical trial projects.
• Collaborate with PCS Project Managers, the Patient Concierge Services Manager, and internal teams to understand study requirements and implement appropriate patient support services.
• Support the setup of new projects, including mailbox creation, portal access, SharePoint folders, and the preparation of study-specific documentation.
• Review and validate patient enrolment information and approve patient access to the designated digital platforms (e.g., PatientGO®).
• Serve as a primary point of contact for patient requests submitted through the app, email, or phone, ensuring timely and compassionate responses.
• Coordinate flight, train, accommodation, or ground transport bookings as required, using approved systems or travel providers.
• Review and verify patient reimbursement requests, ensuring compliance with study-specific Travel & Reimbursement Policies.
• Approve, reject, or escalate reimbursement or stipend submissions as appropriate, based on study criteria and internal policies.
• Communicate with patients or caregivers to confirm logistics, provide reimbursement updates, and resolve any queries or concerns.
• Liaise with clinical sites to provide guidance or resolve issues related to reimbursement or patient travel coordination.
• Ensure timely processing of patient payments, stipends, or travel confirmations using approved systems and vendor platforms.
• Manage the allocation and tracking of patient payment cards when required by the project.
• Maintain accurate documentation by updating patient information, visit records, and service logs in real-time.
• Assist with or complete reimbursement submissions on behalf of patients, when needed.
• Contribute to ongoing service improvements by identifying operational gaps, sharing feedback, and supporting internal initiatives.
• Support financial tracking activities by providing relevant data and updates for monthly reporting.
• Ensure strict patient confidentiality and compliance with Good Clinical Practice (GCP), data protection regulations, and company SOPs.
• Participate in client meetings, site initiation visits, and investigator meetings when requested, representing PCS services.
• Stay current on tools, technologies, and processes related to patient travel and reimbursement coordination.
• Support internal team projects and initiatives as needed to contribute to the growth and improvement of the PCS function.

Qualifications

• Passionate about developing people through career development and progression.
• Supportive and engaged line management.
• Technical and therapeutic area training.
• Peer recognition and total rewards program.
• Commitment to building an inclusive culture.

Requirements

• Ability to manage travel logistics or reimbursement processing.
• Experience in collaborating with project managers and internal teams.
• Strong communication skills for patient interaction.
• Attention to detail for reviewing and validating patient information.
• Knowledge of Good Clinical Practice (GCP) and data protection regulations.

Benefits

• Career development and progression opportunities.
• Inclusive culture where you can authentically be yourself.
• Supportive and engaged line management.
• Technical and therapeutic area training.
• Peer recognition and total rewards program.

Company Description

Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.

Over the past 5 years, we have worked with:

• 94% of all Novel FDA Approved Drugs
• 95% of EMA Authorized Products
• Over 200 Studies across 73,000 Sites and 675,000+ Trial patients