Bi-Lingual Patient Liaison

Scout Clinical; Greater London; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A leader in clinical trial services is seeking a Bi-Lingual Patient Liaison fluent in English and Spanish to join their remote team in the UK. The ideal candidate will have at least 3 years of customer service experience and will act as a primary contact for patients and clinics involved in clinical research trials. Responsibilities include scheduling travel for clinical trial participants, processing expense reimbursements, and guiding study site personnel. This position requires strong attention to detail and excellent communication skills.

Qualifications

• Minimum 3 years of experience in customer service or life sciences industry is preferred.
• Experience in the travel or hospitality industry is a plus.
• Ability to modify Excel spreadsheets and create Word documents.

Responsibilities

• Serve as the primary point of contact for patients and clinics.
• Schedule travel and logistics requests for patients.
• Process expense reimbursements for approved expenses.

Skills

Customer service

Fluency in English

Fluency in Spanish

Vendor management

Attention to detail

Multi-tasking

Education

BS or BA degree or equivalent experience

Tools

Microsoft Excel

Microsoft Word

Job description

Bi-Lingual Patient Liaison (English and Spanish)

Established in 1996 and rebranded to Scout in 2024, we built our foundation on planning meetings for numerous organizations within the life sciences sector (Scout Meetings). In response to emerging industry needs, we expanded our services to include Scout Clinical, one of the top providers of clinical trial patient travel and reimbursements, and Scout Academy, our secure, online, on-demand learning management system that ensures global compliance.

Scout is recognized as a leader in our field for innovation in service, attention to detail, our stellar team members, and making the complex easier. If this interests you, we’d love to have you join our rapidly growing team!

Position Summary:

We are looking to hire a talented, eager, and skilled Bi-Lingual Patient Liaison to join our UK team in a remote position. The Patient Liaison provides support to patients and clinics involved in clinical research trials. You would be responsible for ensuring excellent and consistent service. This includes reviewing and approving travel and expense reimbursement requests, partnering with our vendors to fulfill services, and answering questions in a timely and courteous manner.

Schedule information

Fully remote position for the following shift:

Monday-Friday 8:00 AM - 5:00 PM (GMT/GMT +1)

Hours: 9-hour shift (including 1-hour lunch for a total of 8-hour shift)

Some holiday work will be required, but will be compensated.

Responsibilities of this position include, but are not limited to:

• Serve as the primary point of contact for our patients, study sites, vendors, and other related parties.
• Scheduling travel and logistics requests for patients enrolled in clinical trials, including:
  • Primary focus on travel arrangements involving ground transportation
  • Arrangements including flights, hoteland special needs assistance, as well as assistance withany additional issues that arise during travel
  • Interaction and management of participants primarily via telephony
  • Interaction and management of vendors handling travel requests
  • Review travel requests against study parameters and seekapprovals where necessary
• Processing expense reimbursements to patients for approved expenses, including review against study parameters and seeking approvals, where necessary of those expenses
• Responsible forproviding guidance tostudy site personnel on how to use the online portal, including:
  • Creating/entering requests in the portalif applicable

The ideal candidate will have the following experience, skills, and knowledge:

• BS or BA degree or equivalent experience
• Minimum 3 years of experience within the customer service or life sciences industry preferred
• Fluencyin English, and Spanish(spoken and written)
• Experience working with multiple independent vendors to achieve results on a deadline
• Experience in the travel and/or hospitality industry is a plus
• Ability to modify, edit, and create Excel spreadsheets, Word documents.
• Ability to conduct hotel, venue, and destination research online.
• Work with financial information, including basic knowledge and understanding of how to convert foreign currency to USD.
• Attention to detail with the ability to track and manage key dates/deadlines
• The ability to learn quickly
• Timely, professional, courteous correspondence and communication with clients, vendors, and colleagues
• Ability to prioritize and multi-task.
• Ability to work in a fast-paced environment.
• Hard working and reliable with a strong work ethic