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- Tasks: Support patients and caregivers in clinical trials with empathy and problem-solving skills.
- Company: Mural Health is a dynamic start-up focused on improving clinical trial experiences.
- Benefits: Flexible hours, remote work options, and a creative, supportive team culture.
- Why this job: Make a real impact on patients' lives while thriving in a fast-paced environment.
- Qualifications: 5+ years in customer service, fluent in French, strong organisational and problem-solving skills.
- Other info: Occasional travel for conferences and meetings may be required.
The predicted salary is between 36000 - 60000 £ per year.
Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. Our mission is to eliminate any barriers participants or caregivers experience while being part of a clinical trial. Mural Health is looking to expand our team with a Bilingual Patient Experience Manager in the UK!
Who are you? You have strong communication, problem-solving skills, and customer support skills! You are passionate about improving the clinical trial experience for patients and their families! You thrive in a dynamic, fast-paced start-up environment where creativity and empathy are valued!
You Will:
- Demonstrate empathy, resilience, and composure in all interactions, consistently supporting patients and caregivers with kindness.
- Collaborate with trial partners, customer success, and product teams to ensure seamless support and service improvements.
- Coordinate and manage travel, accommodations, and logistics for patients and caregivers participating in global clinical trials, working with third-party vendors, balancing multiple schedules, and proactively addressing their needs to ensure a seamless and personalized experience.
- Occasional travel may be required to attend conferences, participate in meetings, and support administrative initiatives.
- Engage with clinical trial participants and caregivers in their preferred language to ensure clear, empathetic, and effective communication.
- Serve as the main point of contact for patients and caregivers during trials for payments, reimbursements, travel, and any trial-related questions.
- Pay close attention to details and provide immediate problem-solving support when necessary.
- Act as customer support for all Mural Link questions from participants and caregivers, tracking user issues and resolutions, and working with our product team.
- Be flexible with schedule and/or available after “normal hours” to support inquiries as needed.
- Contribute to strategic initiatives and drive process improvements to enhance efficiency and operational effectiveness.
Qualifications & Skills:
- 5+ years of working experience in a customer-facing role, preferably in healthcare or a service-oriented field.
- Fluent in French, both written and verbal, with the ability to communicate professionally and effectively.
- Manage emotions in stressful situations and demonstrate empathy, self-awareness, and kindness when engaging with patients and caregivers.
- Problem solve with the ability to think on your feet and resolve issues quickly and effectively.
- Strong organizational skills to manage logistics, schedules, and multiple tasks simultaneously.
- Ability to work flexible hours to accommodate patients' needs, including availability outside traditional working hours and weekend support.
- Utilize technology, such as Asana, to track and manage customer/participant support issues and resolutions efficiently.
- Bring a sense of humor, creativity, and innovative attitude to Mural Health!
Patient Experience Manager employer: Mural Health
Contact Detail:
Mural Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Experience Manager
✨Tip Number 1
Familiarise yourself with the clinical trial process and the specific challenges faced by patients and caregivers. Understanding their journey will help you demonstrate empathy and problem-solving skills during interviews.
✨Tip Number 2
Brush up on your bilingual communication skills, especially in French. Being able to engage with participants in their preferred language is crucial, so practice articulating complex ideas clearly and empathetically.
✨Tip Number 3
Showcase your organisational skills by preparing examples of how you've successfully managed logistics or schedules in previous roles. Highlighting your ability to juggle multiple tasks will resonate well with the fast-paced environment at Mural Health.
✨Tip Number 4
Research Mural Health's mission and values thoroughly. Be ready to discuss how your personal values align with theirs, particularly around improving patient experiences and driving process improvements in clinical trials.
We think you need these skills to ace Patient Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing roles, particularly in healthcare or service-oriented fields. Emphasise your bilingual skills and any specific achievements that demonstrate your problem-solving abilities and empathy.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving the clinical trial experience. Use specific examples from your past experiences to illustrate how you have demonstrated empathy and resilience in challenging situations.
Highlight Relevant Skills: In your application, clearly outline your strong communication and organisational skills. Mention your ability to manage logistics and schedules, as well as your proficiency with technology like Asana, which is relevant to the role.
Showcase Flexibility and Creativity: Demonstrate your willingness to work flexible hours and your innovative attitude. Provide examples of how you've adapted to changing circumstances in previous roles, and how you can bring creativity to Mural Health's mission.
How to prepare for a job interview at Mural Health
✨Show Your Empathy
As a Patient Experience Manager, demonstrating empathy is crucial. Prepare examples from your past experiences where you successfully supported patients or caregivers, showcasing your ability to connect with them on a personal level.
✨Highlight Your Problem-Solving Skills
Be ready to discuss specific situations where you had to think on your feet and resolve issues quickly. Mural Health values quick thinking, so share stories that illustrate your problem-solving abilities in high-pressure environments.
✨Demonstrate Your Organisational Skills
Since the role involves managing logistics and multiple tasks, come prepared with examples of how you've effectively organised schedules or coordinated events in the past. This will show your potential employer that you can handle the demands of the job.
✨Be Bilingual and Confident
Fluency in French is a key requirement for this role. Practice speaking about your experiences in both English and French, as this will not only demonstrate your language skills but also your ability to communicate effectively with diverse participants.
