Patient Concierge Manager

The Patient Concierge Manager will join Medpace to lead a team working to establish and cultivate this new global service offering. This service directly supports the patient in their journey of participating in a clinical trial through coordinating travel logistics on their behalf and reimbursing any out-of-pocket expenses. The goal is to provide a positive experience for the patient by easing the financial burden and coordination effort when traveling from their home to clinic. This position will be responsible for establishing and overseeing start-to-finish functions and process for the department to ensure premier level of customized patient care and service.

They will manage project assignments and personnel, ensure scope of project bids are aligned with protocol and patient population, present service capabilities to potential clients, coordinate cross-functional interaction and workflow, develop financial tracking and reporting tools, oversee technology enhancements and integration, streamline vendor procedures, evaluate and implement process improvements, and hire and train new staff.

Responsibilities

Generate start-to-finish workflow guidelines and training materials

Assign staff to projects and manage department personnel

Review protocol and visit schedule for new project bids; ensure scope is aligned with expected need and patient population

Present service capabilities and defend bids to potential clients

Coordinate and streamline internal cross-functional procedures as well as with external vendors

Develop financial tracking and reporting tools

Ensure all vendor invoices are received monthly and entered into accounting system for payment

Coordinate with Medpace Travel and Finance regarding spend and payment account funding

Responsible to ensure technology enhancements and integrations are implemented within necessary timelines

Evaluate department processes for potential process improvement and implement appropriate workflow development

Asses staff capacity in relation to potential award pipeline; establish short-term and long-term department staffing plan; hire and train new staff

Maintain effective and efficient communication

May be responsible for other projects and responsibilities as assigned

Some evening and or weekend work for patient travel emergency assistance

Qualifications

Bachelor’s degree

Minimum 5 years’ experience in a patient travel and payment service

Experience managing other personnel and/or department

Knowledge and experience of global travel logistics, infrastructure and cost drivers

Knowledge of the pharmaceutical clinical research industry and how participation in clinical trials affects patients, as well as clarity on the benefits of this support

Prior experience of working within a clinical research/healthcare setting

Spanish speaking is a bonus, however not essential

Effective time management skills, with a strong ability to manage multiple projects and timelines

Computer literacy and knowledge of Microsoft Office products (e.g., Word, Excel, Power Point).

Determined and enthusiastic to embrace an opportunity within a new service

Team-player with a positive attitude and genuine love to support patients

Compensation

A target salary range of $100,000 - $150,000 with potential for bonus awards. Your compensation will be based on your skills and experience. Medpace offers the following benefits for full-time positions: medical, dental, vision, 401(k), vacation policy, sick days, paid holidays, work from home flexibility, short-term disability, long-term disability, health savings and flexible savings accounts, life and AD&D insurance, pet insurance, and reimbursement for travel expenses (including food and gas allowance, rental cars, and hotel accommodations). Applications will be accepted on an ongoing basis. For more details, please discuss with your recruiter

Medpace Overview

Medpace is a full-service clinical contract research organization (CRO) providing phase l-lV clinical development services to the biotechnology, pharmaceutical, and medical device industries. Our mission is to accelerate the global development of safe and effective medical therapeutics through the advancement of clinical research. We leverage in-country regulatory and therapeutic expertise across all major therapeutic areas including oncology, cardiology, metabolic, endocrinology, central nervous system, and anti-viral and anti-infective. Headquartered in Cincinnati, Ohio, we employ more than 6,500 people across 40+ countries.

Why Medpace?

When you join Medpace, you become part of an innovative team that brings cutting-edge therapies to market while building a meaningful and rewarding career focused on scientific excellence and improving patient outcomes around the world through continuous learning and cross-functional collaboration.

Purpose-Driven Work

Work alongside physicians, scientists, and industry-leading experts committed to advancing the global development of medical therapeutics through clinical research excellence

Collaborative Culture

Contribute to an interactive team environment that empowers decision making, creative thinking, and continuous learning through open communication and mutual trust.

Leadership throughout Medpace is both accessible and approachable

Continuous Growth & Development

Office based environment with on-site mentors

Defined career paths with clear advancement opportunities

Industry renowned onboarding and training programs designed to accelerate professional development

Ongoing training and continuous learning opportunities throughout your career

An environment that encourages employees to influence change, contribute ideas, and grow quickly

Other Employee Benefits

Competitive compensation programs that recognize and reward performance

Comprehensive health, wellness, retirement, and PTO benefits

Office based culture with occasional WFH that provides flexibility for eligible positions after training

Company-sponsored social events

Please note benefits may vary based on country.

What to Expect Next

A Medpace team member will review your application and if your profile matches our current needs, you will be contacted for an interview. While we review all applications carefully, we are unable to respond to every applicant, and only candidates selected for interviews will be contacted.

Generate start-to-finish workflow guidelines and training materials

Assign staff to projects and manage department personnel

Review protocol and visit schedule for new project bids; ensure scope is aligned with expected need and patient population

Present service capabilities and defend bids to potential clients

Coordinate and streamline internal cross-functional procedures as well as with external vendors

Develop financial tracking and reporting tools

Ensure all vendor invoices are received monthly and entered into accounting system for payment

Coordinate with Medpace Travel and Finance regarding spend and payment account funding

Responsible to ensure technology enhancements and integrations are implemented within necessary timelines

Evaluate department processes for potential process improvement and implement appropriate workflow development

Asses staff capacity in relation to potential award pipeline; establish short-term and long-term department staffing plan; hire and train new staff

Maintain effective and efficient communication

May be responsible for other projects and responsibilities as assigned

Some evening and or weekend work for patient travel emergency assistance

Bachelor’s degree

Minimum 5 years’ experience in a patient travel and payment service

Experience managing other personnel and/or department

Knowledge and experience of global travel logistics, infrastructure and cost drivers

Knowledge of the pharmaceutical clinical research industry and how participation in clinical trials affects patients, as well as clarity on the benefits of this support

Prior experience of working within a clinical research/healthcare setting

Spanish speaking is a bonus, however not essential

Effective time management skills, with a strong ability to manage multiple projects and timelines

Computer literacy and knowledge of Microsoft Office products (e.g., Word, Excel, Power Point).

Determined and enthusiastic to embrace an opportunity within a new service

Team-player with a positive attitude and genuine love to support patients

Compensation

A target salary range of $100,000 - $150,000 with potential for bonus awards. Your compensation will be based on your skills and experience. Medpace offers the following benefits for full-time positions: medical, dental, vision, 401(k), vacation policy, sick days, paid holidays, work from home flexibility, short-term disability, long-term disability, health savings and flexible savings accounts, life and AD&D insurance, pet insurance, and reimbursement for travel expenses (including food and gas allowance, rental cars, and hotel accommodations). Applications will be accepted on an ongoing basis. For more details, please discuss with your recruiter