Senior Patient Coordinator

Job Description:

NWEH specialise in delivering clinical trials driven by Electronic Health Record (EHR) data. We are the world leaders in this field. By maintaining close relationships with academia and the NHS whilst working alongside global pharmaceutical companies we create new market standards for the evaluation of healthcare interventions.

Located within Manchester Science Park, NWEH are looking for talented, innovative, and passionate people. This is an excellent opportunity to join a pioneering organisation, helping to redefine how electronic healthcare data is used to benefit patients and facilitate new models of clinical research.

Job purpose:

The Senior Patient Coordinator plays a key role in supporting the delivery of participant contact, appointment making and coordinate participants activities within a healthcare research setting. The Senior Patient Coordinator will be responsible for contacting patients who may be eligible for clinical trials. Based in Manchester, this role supports the Patient Coordination Lead in managing day-to-day operations, ensuring participants receive excellent communication, and that study recruitment and follow-up processes run efficiently and compliantly. Deputising in the absence of the Patient Coordination Lead, management of the Dynamics Booking Management System and providing office based support. Contribute to metric reporting as required by the Patient Coordination Lead.

Key accountabilities:

• Support the Patient Coordination Lead in the daily management of participant contact and coordination activities across ongoing research studies.


• Assist the supervision, coaching, and support the patient coordination staff to ensure high standards of communication and service delivery.


• Oversee participant scheduling, referral management, and data entry to maintain accuracy and timeliness.


• Ensure all participant interactions are handled professionally, ethically, and in accordance with approved study protocols and Good Clinical Practice (GCP).


• Manage escalated participant enquiries with sensitivity and professionalism.


• Monitor workload and performance metrics to ensure operational targets and timelines are met.


• Support onboarding, training, and mentoring of new staff members.


• Achieve set targets for participants bookings and conversion rates


• Contribute to process improvement initiatives to enhance participant experience and operational efficiency.


• Maintain strict adherence to data protection (GDPR), confidentiality, and information governance standards.

Person Specification:

Essential:

• Ability to handle sensitive information and maintain professionalism when dealing with participants.


• Evidence of strong IT skills using Word, Excel and Outlook


• Experience of working in a target-based environment


• Previous call centre experience


• Strong time management and organisational skills


• Excellent communication and interpersonal skills


• Proven ability to manage workload, delegate tasks, and support junior staff


• Excellent telephone manner


• Attention to detail and accurate data entry skills


• Ability to remain calm whilst working under pressure


• Ability to manage multiple tasks and changing priorities


• Ability to empathise and engage with patients


• Demonstrable problem-solving skills and solution focussed


• Highly pro-active and motivated by targets


• Demonstrate a positive and flexible approach


• Good understanding of research governance, confidentiality, and data protection requirements


• Willing to undertake Disclosure and Barring Service (DBS) check

Desirable:

• Experience within NHS, or healthcare research sector.


• Knowledge of GCP principles and ethical research practice.

Benefits:

• 27 day’s annual leave, increases with length of service.


• Hybrid working policy.


• Flexible working hours.


• Health cash plan.


• Wellbeing support.


• Life assurance.


• Stakeholder pension scheme.


• Positive and supportive environment.


• Access to training resources.


• Exposure to different industries.


• Access to collaborative workspace.