About 1nHealth, Inc.
1nHealth is a software-centric patient recruitment company for the clinical research industry. We exist to fill studies, connecting patients with research. We have been active for 6 years as a bootstrapped startup that now has 45 employees and multiple clients in top Pharma, leading biotechnology companies, and many of the top Contract Research Organizations (CROs) in the space. Our mission is to advance human health and make a positive impact on patients, clients, and our team members all over the world.
We are growing and profitable. Our company is a client and employee centric meritocracy. If you're ready to be part of a team of highly intelligent professionals using technology for good, come join us at 1nHealth.
About the role
The Patient Coordinator (PC) Support Lead is a senior individual contributor role that combines the full responsibilities of a Patient Coordinator with a leadership layer: overseeing, coaching, and managing the performance of 1nHealth's contractor (vendor) PC team. This role is ideal for an experienced Patient Coordinator who demonstrates strong clinical knowledge, communication excellence, and the desire to develop and elevate others.
The PC Support Lead plays a critical dual role — remaining an active contributor in the pre-screening process while ensuring the contractor PC team meets quality standards, performance metrics, and compliance requirements.
Duties and Responsibilities
Patient Coordinator Duties
- Pre-Screening Calls: Manage a high volume of inbound and outbound calls. Conduct thorough pre-screening calls with potential candidates remotely to gather medical history, demographics, and other relevant information as per trial protocols.
- Patient Interaction: Communicate clearly and compassionately with potential participants, explaining the purpose of clinical trials, eligibility criteria, and associated risks or benefits. Forge relationships with patients by going the extra mile.
- Medical Terminology: Demonstrate proficiency in medical terminology to accurately assess patient information and determine eligibility for clinical trials.
- Technical Skills: Utilize remote communication tools including Microsoft Outlook, SharePoint, RingCentral, Slack, Microsoft Teams, and other relevant software for conducting calls, documentation, and team communication.
- Performance Metrics: Meet or exceed KPIs related to pre-qualified referrals and downstream funnel outcomes such as enrollment rates and conversion ratios.
- Documentation: Maintain detailed and accurate records of patient interactions using remote documentation tools, ensuring compliance with regulatory standards and trial-specific requirements.
- Quality Assurance: Adhere to established quality assurance protocols to ensure compliance with regulatory standards and trial-specific requirements.
- Training and Development: Participate in ongoing remote training sessions to stay updated on trial protocols, regulatory requirements, and best practices in patient engagement.
- Communication: Provide timely updates to relevant stakeholders regarding patient status, referral outcomes, and any issues or concerns that may arise during the pre-screening process.
Contractor Team Oversight & Coaching
- Call Quality Review (QA): Regularly review recorded calls from contractor PCs to evaluate adherence to scripts, regulatory requirements, and 1nHealth quality standards. Document findings and use them to inform coaching sessions.
- KPI Dashboard Review: Monitor the PC KPI dashboard on an ongoing basis to assess individual and team-level performance metrics. Proactively identify trends, gaps, and opportunities for improvement across the contractor team.
- Coaching & Feedback Delivery: Provide structured, constructive coaching to each direct report on the contractor PC team, including:
- Delivering meaningful, individualized feedback to each direct report a minimum of twice per month.
- Escalating unresolved performance concerns to the PC Team Lead when coaching alone does not produce the necessary improvement.
- Performance-Based Bonus Recommendations: Evaluate contractor PC performance data and provide informed recommendations to the PC Team Lead regarding which team members should be considered for performance-based bonuses.
- Timesheet Approval: Review and approve contractor PC timesheets on a weekly basis, ensuring accuracy and timeliness.
- Monthly Invoice Generation: Compile and generate the monthly invoice for contractor hours. Deliver the completed invoice to the PC Team Lead for review and approval in a timely manner.
- Process Improvement: Collaborate with the PC Team Lead and Enrollment Operations Manager to identify opportunities for, and actively contribute to, the development and implementation of process improvements within the PC department.
Qualifications
- Minimum of 3 years of experience in a call center environment, with at least 1 year in a within the healthcare or clinical research industry patient-facing screening role.
- Prior supervisory, coaching, or team lead experience strongly preferred.
- Strong verbal and written communication skills with the ability to convey complex medical information clearly and effectively.
- Demonstrated ability to deliver constructive feedback in a professional, empathetic, and results-oriented manner.
- Proficiency in remote communication and productivity tools including RingCentral, Slack, and Microsoft Office Suite.
- Solid knowledge of medical terminology and clinical trial processes.
- Ability to multitask, prioritize workload, and manage competing responsibilities in a fully remote, fast-paced environment.
- Excellent organizational skills, attention to detail, and comfort with data-driven performance management.
- GCP (Good Clinical Practice) certification or willingness to obtain certification within a specified timeframe.
- Comfortable using computers and adapting to new software applications as needed.
What makes us different
- 100% remote work
- Access to employee discount program
- Benefits
- 401(k) with employer contribution
- Employer-covered basic Life Insurance
Canada
United States