JOB TITLE

Patient Liaison (Saturday/Sunday)

About Us:

CenExel Clinical Research and its fully owned and operated Centers of Excellence (research sites) provide unparalleled medical and scientific support in the design and execution of clinical trials.

Each of our research sites specialize in Phase I to Phase IV clinical trials. Our Centers of Excellence comprise some of the most well respected and long-standing research facilities in the country.

Specialty areas of research across our sites include Psychiatry, Acute Post Op Pain, Asian Bridging, Dermatology, GI, and Neurology. Each of our Centers of Excellence has tremendous experience and expertise in complex early phase trials, and all our sites have in-patient capability.

We focus on quality people, teamwork, and highly experienced clinical research managers with a history of success.

Along with an exceptional work environment that promotes teamwork, positive leadership, and optimal work-life balance, CenExel Clinical Research also provides highly competitive compensation and a generous benefits package after 30 days of employment including Health Insurance, Dental, Vision, LTD, STD, Life Ins, and 401k.

Job Location:

Atlanta, GA

Job Summary:

The Patient Liaison is responsible for a variety of activities related to the subject and caregiver experience. The primary tasks include rounding on subjects and communicating with them in a respectful manner, managing the subject satisfaction survey process, providing service recovery when needed and collecting feedback. Assists in activities that enhance the experience for subjects, families and visitors.

Responsibilities:

• Assume overall responsibility for the safety and security of designated areas
• Identify potential security risks and respond accordingly
• Respond to emergencies and incidents within designated areas promptly and according to policy
• Assist employees and visitors with any concerns they might have
• Escalate emergency situations to law enforcement as needed
• Welcomes all new inpatient participants and assists in their orientation to the Unit.
• Engage participants with a personable experience in all encounters.
• Assists with day-to-day functions, events and services that promote an excellent subject experience.
• Rounds on subjects regular to discuss experience
• By providing a superior participant experience, receives high satisfaction survey scores from participants, at or above goal.
• Identifies participant concerns/complaints and can escalate to the appropriate department manager immediately. Provides service recovery, feedback, and assurance that concerns have been resolved wherever appropriate.
• Completes the admit / discharge process while meeting quality and wait time goals.
• Place an identification wristband on the patient and always follows inpatient safety procedures for patient identification and medical record management.
• Performs clerical functions as needed, including answering phones, taking messages, chart processing, filing, faxing, etc.
• Keep records regarding event planning resources, participant interest, and other notable information, such as injuries or behavioral incidents.
• Provides staff support to the unit to include preparing documents and reports, scheduling, and facilitating unit meetings, maintaining a clean and organized workspace, performs miscellaneous job-related duties as assigned.
• Run errands for the unit; pick up supplies, food, etc.
• Monitors the Nurse’s Station to cover for lunch
• Other duties as assigned

Education/Experience/Skills:

This position requires the following minimal requirements:

• Ability to communicate effectively, both written and verbally
• Knowledge of basic computer skills
• Skill in maintaining records
• Skill in developing and maintaining effective working relationships with study subjects, families, staff and the public
• Ability to complete paperwork with precision and attention to detail
• Ability to react calmly and effectively in emergency situations
• Ability to interpret, adapt and apply guidelines and procedures
• Ability to work independently as well as functioning as part of a team
• Ability to communicate effectively with study participants, co-workers, physician and family members
• Ability to present a positive image of ACMR
• Ability to maintain study participant confidentiality
• Skill in organization and record maintenance
• Skill in developing and maintaining effective working relationships with supervisors and co-workers

A successful candidate will be responsible for ensuring Participants are cared for by the guidelines provided by Management. The ideal candidate will be a detail-oriented individual that is adaptable to change and has a strong background in Supervision and Organizational Success. The ideal person is a team player able to work in a fast-paced environment and is willing to adhere to the guiding principles of ACMR.

Service Excellence: We believe all relationships with co-workers, sponsors, and subjects are partnerships. We demonstrate service excellence through a personal commitment to producing high quality, high value work, and delivering on time and on target results for every partner.

Safety: We believe that physical and psychological safety are foundational for a healthy organization. We proactively identify and mitigate safety risks as part of our daily work and value those who speak up for safety.

Resilience: We believe resilience is critical for doing our best work. We demonstrate resilience by remaining flexible, adapting to sudden change, and bouncing back from difficult situations with grace and confidence.

Team Orientation: We believe that having a team orientation leads to individual and organizational success. We demonstrate team orientation by working collaboratively and leveraging collective knowledge, ideas, and strengths to achieve a common goal.

Ethical Behavior: We believe the pillars of ethical behavior are integrity, honesty, respect, courtesy, and caring. We demonstrate ethical behavior by modeling professional standards of conduct.

Mutual Respect: We believe that mutual respect cultivates a supportive workplace. We demonstrate mutual respect by embracing diverse perspectives, sharing ideas, and trusting in each other’s abilities.

Open Communication: We believe that open communication results in a rich and rewarding dialogue that allows for the flow of energy and creativity. We demonstrate open communication by listening for understanding, speaking up without fear, freely sharing experiences, and soliciting ideas and opinions from others.

EDUCATION – High School/GED

EXPERIENCE – Nurse’s Aide/Safety Sitter a plus

CERTIFICATE/LICENSE – CPR certified but not mandatory-will provide training

Working Conditions
Standard operating hours are Saturday and Sunday, 6:00a.m. to 2:00p.m, 2:00p.m. to 10:00p.m or 10:00p.m. to 6:00a.m. May be required to complete job-related tasks outside of that time frame, in excess of a standard 16-hour work week. Requires prolonged walking, standing, some bending, stooping and stretching. Requires hand-eye coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Requires occasional lifting of boxes up to 50 pounds. Work is performed in a medical office environment and includes exposure to blood-born pathogens and bio-hazardous materials. This role requires the ability to work with a broad range of personalities, situations and psychiatric disorders; therefore, candidates must possess the ability to resolve conflicts immediately and diffuse potentially escalating events before they occur.

COVID-19 vaccination is strongly recommended at CenExel Clinical Research and all its research sites. As permitted by applicable law, COVID-19 vaccination may be required for employees that work directly with patients.

Education

• High School or better

Skills

• Discipline
• Communication skills (verbal)
• Attention to detail

• Flexibility

Behaviors

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest