Lead Patient Concierge Manager

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Job Title : Lead Concierge Manager
Location : Remote
Job Type : Contract Scarritt Group is a global meeting planning company specializing in pharmaceutical clinical meetings, committed to delivering seamless, patient-focused solutions that support the success of clinical trials worldwide.
We take pride in our culture of precision, innovation, and compassion—and we are seeking a dedicated Lead Concierge Manager to help us uphold these values.
Position Overview Under the supervision of the Director of Patient Services, the Lead Concierge Manager is responsible for overseeing global patient travel logistics in support of clinical trials.
This leadership role is key to ensuring operational consistency, service quality, and compliance with regulatory and internal standards.
This position requires an experienced professional with a strong background in global travel coordination, team management, and patient services.
The ideal candidate is highly organized, detail-oriented, and committed to delivering a seamless experience for patients participating in critical clinical research.
Key Responsibilities
1.
Global Travel Oversight Manage all patient travel arrangements worldwide, including flights, accommodations, and related logisticsEstablish and refine streamlined processes focused on efficiency and patient satisfactionEnsure compliance with budget constraints and reimbursement policiesSupervise concierge coordinators across global regionsConduct team meetings, performance reviews, and one-on-one support sessionsFoster a patient-first mindset throughout the teamDevelop standardized protocols and deliver comprehensive training programsImplement consistent practices across all locations and team membersKeep training materials current with evolving policies and regulations4.
Systems & Process Optimization Collaborate with IT and Project Management to enhance travel management systemsEnsure all coordinators are proficient in system useIdentify and implement workflow improvementsMaintain accurate tracking systems for all travel activitiesSupport the Accounting team in reconciling travel-related expensesGenerate travel and performance reports for internal and client use6.
Cross-Functional Collaboration Coordinate with Project Management, Accounting, and Site / Patient teamsMaintain open communication channels with clinical sites and patientsResolve travel issues proactively and efficiently7.
Compliance & Regulation Ensure adherence to HIPAA, GDPR, and financial compliance guidelinesKeep travel policies aligned with legal and ethical standardsTrain team members in compliance best practicesIdentify potential risks and develop response plansServe as the main escalation point for complex travel situationsGuide team in managing disruptions or emergencies9.
Quality Assurance Conduct regular audits and reviews of travel operationsEnforce quality standards for all arrangements and communications10.
Documentation & Knowledge Sharing Maintain clear, accessible documentation of all processesUpdate protocols and templates as neededContribute to team knowledge sharing and best practice archivesQualifications Minimum 3 years of experience in global travel coordination, patient logistics, or concierge managementProven leadership experience, ideally in a healthcare or clinical trial settingStrong understanding of compliance standards (HIPAA, GDPR, etc.
)Excellent communication and organizational skillsProficiency in travel booking platforms and CRM systemsAbility to work independently and manage multiple priorities across time zonesSeniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Other
Events Services and Hospitality
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