Established in 1996 and rebranded to Scout in 2024, we built our foundation on planning meetings for numerous organizations within the life sciences sector (Scout Meetings).  In response to emerging industry needs, we expanded our services to include Scout Clinical, one of the top providers of clinical trial patient travel and reimbursements, and Scout Academy, our secure, online, on-demand learning management system that ensures global compliance.   

Scout is recognized as a leader in our field for innovation in service, attention to detail, our stellar team members, and making the complex easier.  If this interests you, we’d love to have you join our rapidly growing team!    

Position Summary:   

We are looking to hire a talented, eager, and skilled Bi-lingual Patient Liaison to join our team in a remote position. The Patient Liaison provides customer support to patients and clinics involved in pharmaceutical research trials. You would be responsible for ensuring that customers (patients and clinics) of Scout Clinical receive excellent and consistent service.  This includes reviewing travel and expense reimbursement requests, partnering with our vendors to fulfill services, and answering questions in a timely and courteous manner.

Schedule information:
Fully remote position for the following shift: 

• Monday-Friday 10:30 AM - 7:30 PM (GMT/GMT -3)

Hours: 9-hour shift (including 1-hour lunch for a total of 8-hour shift) 
Some holiday work will be required, but will be compensated. 

Responsibilities of this position include but are not limited to:  

• Serve as the primary point of contact for our patients, study sites, vendors, and other related parties.  
• Scheduling travel and logistics requests for patients enrolled in clinical trials, including:   
  • Arrangements including flights, hotel, ground transportation, and special needs assistance, as well as providing any assistance for any issues that arise during travel.
  • Interaction and management of vendors handling travel requests.
  • Review travel requests against study parameters and seek approvals where necessary.
• Processing expense reimbursements to patients for approved expenses, including review against study parameters and seeking approvals, where necessary for those expenses.
• Responsible for supporting study site personnel on how to use the online portal, including:  
  • Creating/entering requests in the portal if applicable.
• Complete all required initial and ongoing training within a reasonable or provided timeframe.

The ideal candidate will have the following experience, skills, and knowledge:  

• BS or BA degree or equivalent experience.
• Minimum 3 years of experience within the customer service or life sciences industry preferred.
• Fluency in English and Brazilian Portuguese (spoken and written).
• Proficiency in Spanish is a plus.
• Experience working with multiple independent vendors to achieve results on a deadline.  
• Experience in the travel and/or hospitality industry is a plus. 
• Prior customer service experience, especially via telephone, is preferred.
• Strong computer skills (Excel, Word, Outlook, Internet Explorer)  
  • Ability to modify, edit, and create Excel spreadsheets, Word documents.  
  • Ability to conduct hotel, venue, and destination research online.  
• Ability to work with financial information, including knowledge and understanding of foreign currency, and ability to convert to USD. 
• Ability to track and manage key dates/deadlines
• Timely, professional, courteous correspondence and communication with clients, vendors, and colleagues  
• Well organized with an ability to prioritize and multitask.  
• Customer service oriented  
• Patient, flexible attitude  
• Ability to work within and meet strict deadlines/time management.  
• Thrive in fast-paced environments, maintaining performance under pressure 
• Self-motivated and results-driven, while following instructions to achieve optimal outcomes 
• Innovative problem solver, using critical thinking to address challenges proactively 
• Diplomatic and discreet 
• Collaborative team player, fostering positive relationships with colleagues and clients  

Visit our website at www.scoutclinical.com or follow us on LinkedIn for other employment opportunities.  

WE ARE AN EQUAL OPPORTUNITY EMPLOYER