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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: Enjoy flexible hours, remote work options, and a creative, supportive culture.
- Why this job: Make a real impact in healthcare while thriving in a fast-paced, innovative environment.
- Qualifications: 5+ years in customer service, fluent in French, strong organisational and problem-solving skills.
- Other info: Occasional travel required; bring your creativity and humour to our team!
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: Job Traffic
Contact Detail:
Job Traffic 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. This knowledge will help you demonstrate your understanding of their needs during interviews.
✨Tip Number 2
Showcase your bilingual skills by preparing to discuss how you can effectively communicate with French-speaking participants. Highlight any previous experiences where you successfully navigated language barriers.
✨Tip Number 3
Prepare examples of how you've demonstrated empathy and problem-solving in past roles. Be ready to share specific situations where you made a positive impact on customer experiences.
✨Tip Number 4
Research Mural Health's mission and values, and think about how your personal values align with theirs. Being able to articulate this connection can set you apart as a candidate who truly fits the company culture.
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 skills and ability to manage logistics. Mention your familiarity with tools like Asana, as well as your flexibility in working hours to accommodate patient needs.
Showcase Cultural Competence: Since the role requires bilingual communication, ensure you highlight your fluency in French. Provide examples of how you have effectively communicated with diverse groups, ensuring clarity and empathy in your interactions.
How to prepare for a job interview at Job Traffic
✨Showcase Your Empathy
As a Patient Experience Manager, demonstrating empathy is crucial. Prepare examples from your past experiences where you successfully supported patients or caregivers, highlighting your ability to connect with them on a personal level.
✨Highlight Problem-Solving Skills
Be ready to discuss specific situations where you faced challenges in a customer-facing role. Focus on how you approached these problems, the solutions you implemented, and the positive outcomes that resulted.
✨Demonstrate Bilingual Communication
Since fluency in French is essential, practice discussing your experiences in both English and French. This will not only show your language skills but also your ability to engage effectively with diverse participants.
✨Prepare for Dynamic Scenarios
Mural Health thrives in a fast-paced environment, so be prepared to discuss how you manage multiple tasks and adapt to changing situations. Share examples of how you've successfully juggled responsibilities while maintaining high-quality support.
