Account Coordinator

The Volunteer Coordinator will ensure that only the highest quality volunteers are progressed through the operation. They will also support and co-ordinate the volunteers journey ensuring they have an amazing experience. As such they will act as the main point of contact for volunteers to help advance their accounts throughout screening, quarantine and follow-ups while maintaining high quality contact and customer service.

• Act as a key point of contact for their own case-load volunteers
• Deal with all queries from internal colleagues, 3rd parties as well as the volunteers themselves promptly and efficiently
• Co-ordinate, track and advance the volunteer through screening, quarantine and follow up visits and ensure quality volunteer contact throughout
• Liaise with volunteer GP surgeries to secure required information for trial participation
• Liaise with clinicians to ensure that all volunteer medical information required for the volunteers inclusion on hVIVO trials is collected promptly and reviewed before progressing the volunteer
• Provide exclusion reasons to volunteer where appropriate ensuring professionalism is maintained and confidentiality is protected at all times
• Critically, only progress volunteers when all invite criteria are met
• Tracking volunteer and GP payments and addressing payment queries (escalating issues appropriately);
• Invite and answer questions regarding volunteers admission into quarantine
• Make travel arrangements if required, securing budget spend if required
• Arrange repeat and unscheduled visits as appropriate
• Ensure that excluded volunteers are presented and reviewed at each MAG meeting especially for ‘borderline’ exclusions
• Ensure up to date knowledge of study protocols and medical Inclusion/Exclusion criteria, ensuring that volunteers can adhere to the protocol
• Communicating interdepartmentally regarding volunteer’s status and progress.
• Adherence to ICH/GCP and best practice at all times;
• Delivery Officers will also meet all PSP and SSS volunteers at reception, check ID and accompany to clinic. This may include providing receptionist duties for arriving volunteers and so will need to be confident meeting people face to face and on the telephone