Patient Liaison Agent (Customer Service Agent)

Based at MAC Clinical Research, Teesside, you’ll be part of a dedicated team providing exceptional customer service to patients interested in participating in our studies. Our Patient Engagement Hub is the heart of our operation, delivering a world class experience and recruiting patients for all our studies, regularly exceeding target figures ahead of study timelines. 

As a Customer Service Agent (Patient Liaison Agent), you will play a crucial role in our contact centre, handling both inbound and outbound calls. Your primary responsibility will be to screen patients for their suitability to participate in clinical trials, providing them with accurate and comprehensive information. You don’t need previous experience in the medical field – we provide full training. What’s most important is your passion for helping people and making a difference

The Patient Liaison Agent role requires an empathetic and resilient individual to engage with some patients experiencing severe depression and PTSD, handling sensitive conversations with care and professionalism. Whilst full training will be given, we are aware that the nature of these conversations may be difficult for some people therefore ask that you take this into consideration before submitting an application.

Our call centre currently operates from

Monday to Friday – 10am to 8pm and Saturday 9am to 5pm

Skills

• High degree of accuracy. 
• Exceptional customer service skills, exceeding expectations. 
• Strong written and verbal communication skills. 
• Computer literate and competent in use of MS Office 
• Adaptability to changes in procedures/processes. 
• Driven and enthusiastic, with the ability to follow tasks through to completion. 
• Target-driven, with a focus on quality and performance metrics 

Key Responsibilities 

• Provide detailed and accurate information to new patients regarding clinical research trials. 
• Questioning customers to assess suitability for a study. 
• Booking suitable patients in for clinical studies 
• Maintain effective communication with the clinical team and patients. 
• Manage calls from patients in relation to their appointments 
• Take ownership of patient queries, resolving them at the first point of contact or escalating as necessary  
• Support your team in achieving quality and performance targets  
• Ensure you are hitting patient satisfaction levels 
• Maintain accurate and up-to-date patient records 

• Fully comprehensive and continuous training
• Health Insurance
• Free onsite parking
• 25 days annual leave (increasing in increments to 30 days after 6 years' service)
• Your birthday off work

Salary: £24,000 + performance related bonus