Patient Concierge Coordinator

Patient Concierge Coordinator

Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.

Our Clinical Development model brings the customer and the patient to the center of everything that we do. We are continuously looking for ways to simplify and streamline our work to not only make Syneos Health easier to work with, but to make us easier to work for.

Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to accelerate the delivery of therapies, because we are passionate to change lives.

Discover what our 29,000 employees, across 110 countries already know:

WORK HERE MATTERS EVERYWHERE

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we’re able to create a place where everyone feels like they belong.

Job Responsibilities

Job Description

Manage either travel logistics or reimbursement processing for patients participating in assigned clinical trial projects. Collaborate with PCS Project Managers, the Patient Concierge Services Manager, and internal teams to understand study requirements and implement appropriate patient support services. Support the setup of new projects, including mailbox creation, portal access, SharePoint folders, and the preparation of study-specific documentation. Review and validate patient enrolment information and approve patient access to the designated digital platforms (e.g., PatientGO®). Serve as a primary point of contact for patient requests submitted through the app, email, or phone, ensuring timely and compassionate responses. Coordinate flight, train, accommodation, or ground transport bookings as required, using approved systems or travel providers. Review and verify patient reimbursement requests, ensuring compliance with study-specific Travel & Reimbursement Policies. Approve, reject, or escalate reimbursement or stipend submissions as appropriate, based on study criteria and internal policies. Communicate with patients or caregivers to confirm logistics, provide reimbursement updates, and resolve any queries or concerns. Liaise with clinical sites to provide guidance or resolve issues related to reimbursement or patient travel coordination. Ensure timely processing of patient payments, stipends, or travel confirmations using approved systems and vendor platforms. Manage the allocation and tracking of patient payment cards when required by the project. Maintain accurate documentation by updating patient information, visit records, and service logs in real-time. Assist with or complete reimbursement submissions on behalf of patients, when needed. Contribute to ongoing service improvements by identifying operational gaps, sharing feedback, and supporting internal initiatives. Support financial tracking activities by providing relevant data and updates for monthly reporting. Ensure strict patient confidentiality and compliance with Good Clinical Practice (GCP), data protection regulations, and company SOPs. Participate in client meetings, site initiation visits, and investigator meetings when requested, representing PCS services. Stay current on tools, technologies, and processes related to patient travel and reimbursement coordination. Support internal team projects and initiatives as needed to contribute to the growth and improvement of the PCS function.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary

Job Description Summary The Patient Concierge Coordinator supports patients participating in clinical trials by managing either travel logistics or patient reimbursement activities, depending on the assigned focus area. The role ensures patients have a smooth, supportive experience while participating in studies by coordinating timely, compliant, and personalized services. Coordinators work closely with patients, sites, vendors, and internal stakeholders and are responsible for upholding the highest standards of confidentiality, accuracy, and service.