Patient Concierge Manager

Job Summary

The Patient Concierge Manager will join Medpace to lead a team working to establish and cultivate this new global service offering. This service directly supports the patient in their journey of participating in a clinical trial through coordinating travel logistics on their behalf and reimbursing any out-of-pocket expenses. The goal is to provide a positive experience for the patient by easing the financial burden and coordination effort when traveling from their home to clinic. This position will be responsible for establishing and overseeing start-to-finish functions and process for the department to ensure premier level of customized patient care and service.

They will manage project assignments and personnel, ensure scope of project bids are aligned with protocol and patient population, present service capabilities to potential clients, coordinate cross-functional interaction and workflow, develop financial tracking and reporting tools, oversee technology enhancements and integration, streamline vendor procedures, evaluate and implement process improvements, and hire and train new staff.

Responsibilities

• Generate start-to-finish workflow guidelines and training materials
• Assign staff to projects and manage department personnel
• Review protocol and visit schedule for new project bids; ensure scope is aligned with expected need and patient population
• Present service capabilities and defend bids to potential clients
• Coordinate and streamline internal cross-functional procedures as well as with external vendors
• Develop financial tracking and reporting tools
• Ensure all vendor invoices are received monthly and entered into accounting system for payment
• Coordinate with Medpace Travel and Finance regarding spend and payment account funding
• Responsible to ensure technology enhancements and integrations are implemented within necessary timelines
• Evaluate department processes for potential process improvement and implement appropriate workflow development
• Asses staff capacity in relation to potential award pipeline; establish short-term and long-term department staffing plan; hire and train new staff
• Maintain effective and efficient communication
• May be responsible for other projects and responsibilities as assigned
• Some evening and or weekend work for patient travel emergency assistance

Qualifications

• Bachelor's degree
• Minimum 5 years' experience in a patient travel and payment service
• Experience managing other personnel and/or department
• Knowledge and experience of global travel logistics, infrastructure and cost drivers
• Knowledge of the pharmaceutical clinical research industry and how participation in clinical trials affects patients, as well as clarity on the benefits of this support
• Prior experience of working within a clinical research/healthcare setting
• Spanish speaking is a bonus, however not essential
• Effective time management skills, with a strong ability to manage multiple projects and timelines
• Computer literacy and knowledge of Microsoft Office products (e.g., Word, Excel, Power Point).
• Determined and enthusiastic to embrace an opportunity within a new service
• Team-player with a positive attitude and genuine love to support patients

Compensation

A target salary range of $100,000 - $150,000 with potential for bonus awards. Your compensation will be based on your skills and experience. Medpace offers the following benefits for full-time positions: medical, dental, vision, 401(k), vacation policy, sick days, paid holidays, work from home flexibility, short-term disability, long-term disability, health savings and flexible savings accounts, life and AD&D insurance, pet insurance, and reimbursement for travel expenses (including food and gas allowance, rental cars, and hotel accommodations). Applications will be accepted on an ongoing basis. For more details, please discuss with your recruiter

Medpace Overview

Medpace is a full-service clinical contract research organization (CRO). We provide Phase I-IV clinical development services to the biotechnology, pharmaceutical and medical device industries. Our mission is to accelerate the global development of safe and effective medical therapeutics through its scientific and disciplined approach. We leverage local regulatory and therapeutic expertise across all major areas including oncology, cardiology, metabolic disease, endocrinology, central nervous system, anti-viral and anti-infective. Headquartered in Cincinnati, Ohio, employing more than 6,000 people across 40+ countries.

Why Medpace?

People. Purpose. Passion. Make a Difference Tomorrow. Join Today

The work we've done over the past 30+ years has positively impacted the lives of countless patients and families who face hundreds of diseases across all key therapeutic areas. The work we do today will improve the lives of people living with illness and disease in the future.

Cincinnati Perks

• Cincinnati Campus Overview

• Hybrid work-from-home options (dependent upon position and level)

• Competitive PTO packages, starting at 20+ days

• Flexible work hours

• Discounted tuition for UC online programs

• Company-sponsored employee appreciation events

• Employee health and wellness initiatives

• Community involvement with local nonprofit organizations

• Competitive compensation and benefits package

• Structured career paths with opportunities for professional growth

• Partnership and discount with onsite childcare

• Discounts on local sports games, local fitness gyms and attractions

• Official Sponsor of FC Cincinnati

• Modern, ecofriendly campus with an on-site fitness center, bar, and restaurants

Awards

• Recognized by Forbes as one of America''s Best Mid-size Companies in 2021, 2022 and 2023
• Continually recognized with CRO Leadership Awards from Life Science Leader magazine based on expertise, quality, capabilities, reliability, and compatibility

What to Expect Next

A Medpace team member will review your qualifications and, if interested, you will be contacted with details for next steps.

EO/AA Employer M/F/Disability/Vets