Title: Patient Engagement Associate
Job Overview
We are seeking a dynamic and compassionate Patient Engagement Associate to join our healthcare support team. In this role, you will serve as a vital link between patients and healthcare providers, ensuring seamless communication, accurate data management, and exceptional client service. Your energetic approach and attention to detail will help foster positive patient experiences, improve engagement, and support overall healthcare delivery. This paid position offers an exciting opportunity to make a meaningful impact in a fast-paced medical environment while utilizing your multilingual skills and technical proficiency.
Essential Functions & Responsibilities:
- Conducts thorough chart reviews within designated EMR systems to identify patients who may meet preliminary eligibility criteria for active protocols;
- Applies protocol-specific pre-screening criteria based on training and direction;
- Documents chart review findings in CTMS/eSource systems with accuracy;
- Flags patients requiring PI/Sub-I review before outreach;
- Performs phone, text, and email outreach using approved scripts and workflows;
- Conducts initial pre-screening interviews to evaluate eligibility and interest;
- Records pre-screening outcomes in CTMS and prepares eligible patients for scheduling;
- Provides clear information regarding study purpose and visit expectations;
- Coordinates with Clinical Operations and CRCs to schedule first study visits;
- Assists with arranging transportation for initial visits when needed;
- Escalates scheduling barriers or patient concerns to the Manager;
- Follows established patient identification workflows and contributes feedback on improvements;
- Maintains accurate records of outreach attempts, outcomes, and referral sources;
- Supports maintenance of recruiting information in CTMS and related systems;
- Maintains study specific prescreen log as required by sponsors;
- Works closely with the Patient Engagement Manager to execute recruitment strategies;
- Supports referral network activities by tracking incoming leads;
- Participates in meetings and training sessions as requested;
- Adheres to SOPs, WIs, company policies, ICH-GCP, and privacy regulations;
- Supports diversity and inclusivity initiatives in outreach efforts;
- Identifies workflow improvement opportunities related to screen failures or no-shows;
- Completes required HIPAA training upon hire and maintains current certification through annual refresher training;
- Maintains strict confidentiality of all patient health information (PHI) and personally identifiable information (PII) in compliance with HIPAA, state privacy laws, and Company policies;
- Ensures all patient communications and documentation are conducted through secure, approved channels only;
- Immediately reports any suspected privacy breaches or unauthorized PHI disclosures to the Manager and Compliance;
- Signs and adheres to Company Confidentiality Agreement and HIPAA Business Associate Agreement;
- Assists with basic data collection and reporting tasks;
- Performs other responsibilities as assigned.
This Job Description is not an exhaustive list of all responsibilities that you may be required to perform. The Company reserves the right to revise this Job Description at any time.
Qualifications:
- Experience in healthcare, patient-facing roles, clinical research, or medical office settings preferred.
- Strong verbal and written communication skills.
- Comfortable conducting phone outreach and asking eligibility-related questions.
- Detail-oriented with strong organizational skills.
- Ability to learn and follow protocol requirements and SOPs.
- Proficient with basic computer systems and able to learn CTMS/eSource platforms.
- Ability to maintain confidentiality and handle sensitive patient information.
Timekeeping:
- Paid time off should be cleared at least 2 weeks in advance with your Manager, after checking the CTMS calendar and your own work commitments. Once you receive your Manager's approval, request the time off in your online payroll account.
- If you are sick or dealing with an unexpected event that prevents you from working your scheduled workday, please let your Manager and HR (HR@clintrialresearch.com) know as soon as possible -- and in all events before 6:00 AM -- if you cannot work that day. Then, log the time off in your online payroll account.
Classification: Exempt, meaning that this position is not entitled to overtime pay
Pay: $25.00 - $30.00 per hour
Benefits:
Work Location: Remote
