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Patient Experience Manager
Mural HealthUnited Kingdom, United Kingdom8 days ago
Job type
- Full-time
Job description5+ 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!
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
- 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
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Patient Experience Manager • United Kingdom, United Kingdom