Patient Liaison — Recruitment & Screening Scheduling Lead in Sunderland

Location: Remote | Job Type: Full-Time | Reports to: Recruitment Delivery Director.

About Us: Civia Health provides large population centres access to ambulatory disease research, making participation seamless, convenient, and engaging. We envision a world where our communities, regardless of socioeconomic status, have seamless access to life‑changing medical research, accelerating discoveries, improving health equity, and redefining the cost of developing new population health improvements. Our team is passionate about making a real difference in people's lives, and we’re committed to building a collaborative, fast‑paced, and fun work environment.

Purpose of the Role: The Patient Liaison is responsible for ensuring that Civia meets or exceeds recruitment goals by delivering accurate, timely, efficient scheduling of recruitment and screening visits across all assigned sites. The role is accountable for everything from prescreening to completed screening visits, but does not manage baseline, treatment, dosing, or follow‑up visits. A core expectation is that the Patient Liaison uses all available tools and resources — including CRMs, AI prescreening partners, third‑party call centres, digital funnels, and their own outreach — and determines the optimal strategy per study and per site to maximise throughput, efficiency, and impact. This role is central to ensuring Civia maintains high scheduling capacity, excellent patient experience, and industry‑leading attendance and conversion rates.

Core Accountability:

• Full accountability for recruitment and screening visit scheduling, performance, and outcomes.
• Determine and deploy the right scheduling strategy per study and per site (CRC‑led, AI partner‑led, call‑centre‑led, or self‑led).
• Maintain daily and weekly screening targets and ensure sites remain fully booked.
• Lead daily recovery actions when screening or attendance falls behind plan.
• Ensure rigorous follow‑through with sites on screening visit completion.
• Maintain funnel health: prescreen → schedule → attendance → screening.
• Reduce DNTs through structured communication, reminders, and recovery workflows.
• Ensure efficiency and cost‑effectiveness in resource deployment across vendors, CRCs, and internal tools.
• Serve as the central liaison between recruitment, community engagement, and site teams with a specific focus on screening delivery.

Key Responsibilities:

• Scheduling Ownership Using All Available Tools: Build and maintain screening schedules using CRCs, AI prescreen partners, third‑party call centres, and direct outreach.
• Strategy Setting at Study & Site Level: Create a site‑specific and study‑specific scheduling strategy, choosing the right balance of AI, CRCs, call centres, and manual follow‑up.
• Target Setting & Daily Performance Management: Define, communicate, and track daily screening visit targets.
• Funnel Management & Conversion: Maintain active oversight over each step of the funnel.
• Site Relationship & Execution Follow‑Through: Serve as the primary contact for sites regarding recruitment and screening visits.
• Patient Experience & Attendance Improvement: Deploy structured reminders, confirmations, and follow‑up workflows to reduce DNTs.
• Insights, Reporting & Leadership Communication: Own and maintain screening performance dashboards and KPIs.

Performance Measures (KPIs):

• Screening attendance vs scheduled.
• Screening visits completed vs daily / weekly targets.
• Prescreen → screening conversion rate.
• Screening utilisation of available slots.
• DNT rate trending below industry norms.
• Time to contact & time to schedule.
• Funnel conversion and scheduling efficiency.

Ideal Phenotype:

• Outcome‑driven and highly accountable.
• Strategic operator who selects the right tools and resources per site / study.
• Decisive and urgent, especially when screening delivery slips.
• Excellent communicator with sites, call centres, CRCs, and vendors.
• Persistent and follow‑through focused.
• Data‑literate, recognising trends and acting before deterioration.
• Resilient, comfortable with change and operational complexity.

What You Bring to Civia – Required:

• 5+ years in recruitment operations, CRM administration, or community engagement in healthcare or related sectors.
• Ability to schedule, and be highly dynamic with a variable environment.
• Target and delivery focused.
• Hands‑on CRM experience, HubSpot‑preferred.
• Familiarity with AI prescreening tools and scheduling / funnel platforms.
• Excellent communication and relationship‑building skills.
• Strong project‑management and organisational skills.
• Comfort with ambiguity and a willingness to perform participant‑facing and operational tasks.

Preferred:

• Experience in clinical trials or patient recruitment.
• Community outreach / partnership development background.
• Technical familiarity with integrations and data‑hygiene best practices.

What We Offer:

• The opportunity to lead initiatives to make a real impact on patient access to clinical trials.
• A collaborative, mission‑driven environment with room to innovate.
• Competitive pay and benefits.
• Training and professional development opportunities.
• A chance to help shape Civia’s participant engagement approach as we grow.

Ready to Make an Impact? Mission with Meaning: Be part of a purpose‑led team committed to health equity and real‑world impact. Startup Energy, Proven Expertise: Work fast, adapt quickly, and help build something new; guided by seasoned visionary professionals who’ve seen what needs to change. People First Culture: We care deeply about our patients, participants, and each other. Collaboration, transparency, and bold, straight‑talking are core to how we work. Invested in Your Growth: We don’t just hire for today; we’re building the leaders and changemakers of tomorrow. If you’re ready to be part of something meaningful—and work with people who care deeply about doing good work—apply today by submitting your resume and cover letter.