Note: The job is a remote job and is open to candidates in USA. Hawthorne Health provides technology-enabled decentralized clinical trial services through a digital platform and a distributed network of healthcare professionals. The Clinical Success Coordinator will coordinate patient and Hero scheduling, monitor visit readiness and execution, manage logistics, and collaborate cross-functionally to ensure seamless in-window home visits.
Responsibilities
- Support more senior CSSs on complex or high-volume clinical research studies, assisting them with ensuring visits are scheduled and re-scheduled within the visit window
- Manage low-volume or low-to-moderate complex clinical research studies, ensuring visits are scheduled and re-scheduled within the visit window
- Monitor scheduled visits on assigned studies daily to ensure successful execution by checking for successful shipping of equipment, unconfirmed visits by Heroes, spot check for potential misses on training, and license confirmation
- Track the details of rescheduled visits (logistics, Hero training compliance, Hero License status, etc.) to ensure the rescheduling did not lead to non-compliance
- Proactively review upcoming, not-yet-scheduled visits to check for gaps in available Heroes and escalate the Stakeholder Engagement team where gaps are identified
- Follow all established SOPs and Work Instructions related to Visit Scheduling and Participant Outreach
- Interact with patients and Heroes during visit scheduling, supporting them through visit completion to ensure visits are seamless from beginning to end
- Support the coordination of logistics, supplies, and Third Party Vendors required for successful visits
- Consistently meet visit scheduling goals and other KPIs
- Identify and communicate roadblocks and issues, including platform inefficiencies that prevent providing excellent visit experiences to all stakeholders involved
- Collaborate with the Project Managers, CLs, and Logistic teams to execute the primary task of in-window visit completion
Skills
- 1-2 years of work experience in Patient and/or Customer Service
- Call Center/Event Coordinator or similar role experience
- Good communicator
- Technologically proficient
- Adaptable
- Organized
- Creative Thinker
- Problem solver
- Time management
- Detail and deadline oriented
- College Degree (Bachelor Degree)
- GCP Certified
- Clinical Research or Healthcare working knowledge
- Elementary proficiency in another language
Benefits
- Remote work arrangement
- Full-time employment
Company Overview