Patient Engagement Specialist

About ECN Elite Clinical Network (ECN) is a premier integrated site network dedicated to advancing clinical research through operational excellence, patient-centric approaches, and innovative recruitment strategies. We partner with sponsors, CROs, and investigative sites across diverse therapeutic areas to deliver high-quality data and efficient trial timelines. Position Summary The Patient Engagement Specialist plays a vital role in patient recruitment for ECN’s multi-US site clinical research network. Remote based, this call center, this role is responsible for contacting potential participants, conducting prescreening calls, and coordinating with sites to ensure a seamless patient experience. The Patient Liaison will be the first point of contact for many patients, building trust, providing information, and scheduling qualified participants for in-office screenings. Key Responsibilities

• Conduct a high volume of outbound calls, answer inbound calls, texts, and emails to potential participants generated from sites databases, digital advertising, referrals, and community outreach.
• Schedule goal number of screening visits per day.
• Use standardized scripts, prescreening questions, workflows and procedures within CTMS RealTime to conduct data entry to see if people qualify for trials.
• Accurately document all patient interactions, medical information, outcomes, and next steps in CTMS Realtime.
• Schedule candidates for their initial in-office screening visit once deemed pre-qualified after conducting provided telephone screening script.
• Route qualified patients to site staff for further screening or enrollment as appropriate.
• Provide timely follow-up with patients to confirm appointments, reschedule as needed, and minimize no-shows.
• Relay pertinent information to patients for the preparation of their appointment (if they will need to be fasting, items to bring, potential length of visit, etc.)
• Collaborate with site staff to ensure smooth handoff of prescreened patients.
• Maintain compliance with HIPAA, GCP, and site-specific privacy/security requirements.
• Meet or exceed daily/weekly call, prescreen, and scheduling targets.
• Support recruitment campaigns by providing feedback on patient concerns, common questions, and campaign effectiveness.
• Serve as a patient advocate, ensuring communications are professional, compassionate, and patient-centered.

Qualifications

• Degree in healthcare, communications, or related field preferred; equivalent experience considered. Recent graduates considered.
• Minimum of 1 year of experience in patient recruitment, call center, customer service, or healthcare-related role.
• Strong verbal communication and active listening skills with an empathetic.
• Ability to explain complex medical or research information in lay-friendly terms.
• Proficient with call center technology, CRM/CTMS systems, and Microsoft Office Suite.
• Organized, detail-oriented, and able to manage multiple tasks in a fast-paced environment.
• Bilingual (English/Spanish) preferred.

Core Competencies

• Ability to follow guidelines provided, policies and procedures
• Ability and willingness to follow and take direction
• Patient-centered communication
• Professionalism
• Accuracy and attention to detail
• Team collaboration across remote settings
• Adaptability and problem solving
• Goal- and results-oriented mindset

Why Join ECN?

• Work for a great growing company in a high demand field
• Opportunity to be part of an innovative patient recruitment model in clinical research.
• Work from home with flexible hours.
• Training, resources and professional development provided.
• Contribute to advancing clinical trials and improving patient care.