1nHealth

Patient Coordinator

• Manage a high volume of inbound and outbound calls
• Conduct thorough remote pre-screening calls with potential candidates according to trial protocols
• Gather medical history, demographics, and other relevant information
• Explain clinical trial purposes, eligibility criteria, and associated risks or benefits
• Build relationships with potential participants
• Assess patient information and determine clinical-trial eligibility using medical terminology
• Use Microsoft Outlook, SharePoint, RingCentral, Slack, Microsoft Teams, and other software for calls, documentation, and team communication
• Meet or exceed KPIs related to pre-qualified referrals, enrollment rates, and conversion ratios
• Maintain accurate patient-interaction records in compliance with regulatory and trial-specific requirements
• Adhere to quality-assurance protocols
• Participate in ongoing training on trial protocols, regulatory requirements, and patient engagement
• Provide timely updates on patient status, referral outcomes, and issues
• Review contractor PC recorded calls for script, regulatory, and quality-standard adherence
• Monitor KPI dashboards and identify performance trends, gaps, and improvement opportunities
• Deliver individualized coaching and feedback to each contractor PC direct report at least twice monthly
• Escalate unresolved performance concerns to the PC Team Lead
• Recommend contractor PCs for performance-based bonuses
• Review and approve contractor PC timesheets weekly
• Generate monthly contractor-hours invoices and submit them to the PC Team Lead
• Collaborate with the PC Team Lead and Enrollment Operations Manager on PC department process improvements

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Patient Coordinator Lead