Clinical Success Coordinator - Scheduling

About the Role

• This role will cover the Pacific Time Zone. Candidate must be able and willing to work PST hours 9-5pm - Monday through Friday. The Clinical Success Coordinator plays a critical role in delivering an exceptional patient and Hero experience by utilizing strategic and systematic coordination across team members throughout the scheduling process and home visit journey. This entry-level position requires strong critical thinking skills, a customer-focused mindset, and the ability to effectively manage multiple priorities in a dynamic environment.
• The ideal candidate is highly organized, possesses excellent time management and communication skills, and demonstrates the ability to adapt quickly to changing circumstances. They are detail-oriented, capable of meeting time-sensitive deadlines, and thrive in a fast-paced environment where proactive problem-solving is essential. Success in this role requires a strong sense of empathy, a commitment to service excellence, and a genuine passion for improving the lives of others through high-quality patient care and support. Our vision is that through our work, the Heroes feel connected to the study patients, and patients experience quality service and care during their home visits. As CSC, this individual will execute so the patients and Heroes have a seamless and frictionless experience from beginning to end.
• In support of this vision, this individual should be able to execute a series of tasks and take responsibility for ensuring that the visit experience is of the highest quality.

Responsibilities

• Visit Scheduling

• 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.
Department Function Development
• Identify and communicate roadblocks and issues, including platform inefficiencies that prevent providing excellent visit experiences to all stakeholders involved.
Cross-functional Activities
• Collaborate with the Project Managers, CLs, and Logistic teams to execute the primary task of in-window visit completion.

Qualifications

• Required Experience

• 1-2 years of work experience in Patient and/or Customer Service
• Call Center/Event Coordinator or similar role experience

Preferred Experience

• College Degree (Bachelor Degree)
• GCP Certified
• Clinical Research or Healthcare working knowledge

Required Skills

• Good communicator
• Technologically proficient
• Adaptable
• Organized
• Creative Thinker
• Problem solver
• Time management
• Detail and deadline oriented

Preferred Skills

• Elementary proficiency in another language