Patient Services Adviser

Agency: Havas Lynx Faze

Job Description: To be used when the Job profile is not known during P1 for data cleansing purposes.

About Us

We are passionate about connecting people with clinical research opportunities that help advance healthcare and improve lives. Every day, our team speaks with individuals who are interested in participating in clinical studies, guiding them through the first stages of their journey and ensuring they receive a professional, supportive, and positive experience.

As we continue to grow, we are looking for compassionate, customer-focused individuals to join our remote Patient Services team.

About the Role

As a Patient Services Advisor, you will be the first point of contact for individuals interested in participating in clinical research studies. Through inbound and outbound telephone conversations, you will provide information, conduct initial screening assessments, and determine whether candidates meet study-specific requirements.

This role combines excellent customer service with meaningful work that contributes to the future of healthcare. You will be speaking with people from all walks of life, helping them understand available opportunities while ensuring every interaction is handled professionally, accurately, and with empathy.

You will work fully remotely while managing multiple systems and balancing quality, productivity, and compliance standards.

Key Responsibilities:

• Contact prospective participants who have expressed an interest in clinical research studies.

• Manage inbound enquiries from potential study participants.

• Conduct telephone-based pre-screening assessments using approved scripts and processes.

• Determine participant eligibility against study-specific criteria.

• Explain research opportunities clearly and professionally.

• Guide participants to suitable clinical trial locations based on travel preferences and study requirements.

• Record all interactions accurately within internal systems and databases.

• Maintain high standards of customer service and participant care.

• Ensure all communication complies with GDPR, privacy regulations, and company procedures.

• Complete required training and maintain knowledge of current studies and processes.

• Work collaboratively with colleagues, study sites, and stakeholders to support participant recruitment objectives.

• Meet agreed productivity, quality, and performance targets.

Essential Experience & Skills:

• Previous experience within a contact Centre, customer service, patient services, or telephone-based role.

• Outstanding verbal and written communication skills.

• Strong listening and questioning techniques.

• Confidence engaging with a diverse range of individuals.

• Excellent organizational and time-management skills.

• Experience working towards KPIs, service levels, or performance targets.

• Comfortable using multiple systems and applications simultaneously.

• Strong attention to detail and accurate data-entry skills.

• Ability to work independently within a remote environment.

• Competent IT skills, including Microsoft Office applications.

• Ability to work shift patterns to accommodate multiple markets for our clients.

Desirable Experience:

• Experience within healthcare, clinical research, patient recruitment, or a regulated industry.

• Knowledge of CRM systems and case management platforms.

• Additional language skills.

• Experience working remotely or within a virtual contact centre environment.

What Success Looks Like

Successful Patient Services Advisors build trust quickly, communicate clearly, and create a positive experience for every participant. They can balance empathy with efficiency, maintain high-quality standards,

Contract Type: Permanent

Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual’s ability to perform their job.