As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.

As an administrative coordinator at ICON, you will play an important role in providing a welcoming, professional and well-organised experience for patients taking part in clinical research studies.

Primarily based at the front of house, you will support the smooth day-to-day running of the clinical research site by coordinating patient appointments, responding to patient enquiries, arranging study-related procedures and supporting study administration. You will work closely with the site team to ensure patient visits are organised in line with study protocol requirements.

This is an excellent entry-level opportunity for someone looking to develop a career in clinical research. As you gain experience, there will be opportunities to learn aspects of the CRC I role, including supporting clinical activities such as taking patient observations, phlebotomy and laboratory procedures, subject to appropriate training, competency assessment and site requirements.

What You Will Do

You will provide front-of-house and administrative support to the clinical research site, helping to ensure patients receive a professional and positive experience throughout their participation in a clinical study.

Key responsibilities include:

• Acting as a first point of contact for patients and visitors, providing a warm, professional and welcoming front-of-house service.
• Greeting patients on arrival, confirming their appointments and notifying the appropriate clinical team members.
• Scheduling and coordinating patient study visits in accordance with protocol-required visit windows and instructions provided by the study team.
• Contacting patients to arrange, confirm or reschedule appointments and providing appropriate appointment information.
• Coordinating study-related procedures and appointments with external vendors and service providers, ensuring these are arranged within required protocol timelines.
• Managing incoming telephone calls and responding to patient and site enquiries appropriately, escalating clinical or study-specific questions to the relevant member of the clinical team.
• Checking and actioning site voicemail messages at the start of each working day and throughout the day as required.
• Supporting patient reimbursement processes, ensuring reimbursement requests and associated documentation are completed accurately and processed in a timely manner.
• Maintaining accurate appointment schedules, patient contact records and relevant administrative documentation.
• Supporting the preparation and organisation of patient visits, ensuring the clinical team is aware of scheduled appointments and required activities.
• Providing general administrative support to the CRCs and wider clinical research team to support the efficient day-to-day operation of the site.
• Handling patient information sensitively and confidentially in accordance with UK data protection requirements, site procedures and applicable clinical research standards.
• Completing required training and working in accordance with site procedures, study protocols, Good Clinical Practice (GCP) principles and applicable UK requirements.
• Coordinator and maintain strong relationships with Local GP practices to request and obtain patient medical history records.
• Ensure for all data to be captured correctly within the CTMS system to allow for clear and reliable financial reporting.
• Update and maintain the sites Petty cash.

Development Opportunities

The CRC Associate role provides a pathway for individuals interested in developing their career within clinical research.

Following appropriate training and demonstration of competency, there may be opportunities to develop skills associated with the CRC I role, which may include:

• Supporting the collection and processing of study laboratory samples.
• Performing phlebotomy where appropriately trained and authorised.
• Taking and recording patient observations and vital signs.
• Supporting other protocol-required clinical procedures within the individual’s training, competency and delegated responsibilities.
• Developing a broader understanding of clinical trial conduct, study protocols and site coordination activities.

Progression into these activities will be based on training, competency, study requirements and appropriate delegation and will not form part of the individual’s responsibilities until these requirements have been met.

Your Profile

You will be highly organised, approachable and comfortable working in a busy, patient-facing environment. You will have a strong focus on providing an excellent patient experience while ensuring appointments and administrative activities are completed accurately and on time.

Required Qualifications and Experience

• Previous experience in an administrative, reception, customer service, healthcare or other patient/customer-facing environment.
• Strong organisational skills, with the ability to coordinate multiple appointments, activities and priorities.
• Excellent verbal and written communication skills and a confident, professional telephone manner.
• A friendly and professional approach, with the ability to communicate sensitively and effectively with patients from a wide range of backgrounds.
• Strong attention to detail and the ability to follow written procedures and instructions accurately.
• Good IT skills and confidence using electronic scheduling, administrative and record-keeping systems.
• Ability to work collaboratively as part of a multidisciplinary clinical research team.
• Ability to handle confidential and sensitive information appropriately.
• A proactive approach and willingness to learn and develop within clinical research.

Desirable

• Previous experience within a healthcare, NHS, private healthcare or clinical research environment.
• An understanding of clinical research or Good Clinical Practice (GCP).
• Previous experience coordinating appointments or working within a busy reception or clinical environment.
• An interest in developing practical clinical skills, including phlebotomy and taking patient observations.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.

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