[Hiring] Patient Reimbursement Coordinator @Syneos Health

Role Description

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

• Equivalent experience, skills, and/or education will also be considered.

Requirements

• Tasks, duties, and responsibilities as listed in this job description are not exhaustive.
• The Company may assign other tasks, duties, and job responsibilities at its sole discretion and with no prior notice.

Benefits

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself.
• We are continuously building the company we all want to work for and our customers want to work with.