Project Manager, Patient Services
About the role
This vacancy has now expired. Please click here to view live vacancies.
We are adding to our current ICON Direct to Patient Contact team in the US!
This is a full-time, onsite position with responsibility to assist in managing projects and resources across projects. The position includes working week-end hours to ensure full coverage of our patient call center operations.
ICON is a leading Global CRO specializing in the development of drugs and devices for the pharmaceutical industry that save lives and improve quality of life.
ICON's Direct to Patient Contact department is providing services to enhance patient recruitment, retention and support in clinical studies. Our activities include direct interactions with patients including inbound and outbound contacts, study support, collection of data such as quality of life, compensations and reimbursements or travel concierge.
Responsibilities and Accountabilities:
- Working with the Director DPC, the DPCM acts as the functional lead for direct to patient contact activities: plans, organizes, leads, and manages assigned projects and coordinate resources based on project specifications and resource experience and expertise.
- Provide functional and operational oversight for appropriate resources involved for patients inbound and outbound contacts
- Ensure the development and maintenance of documents specific to the direct to patient activities (phone scripts, questionnaires, project plan, etc.) and status reports.
- Identify resources needs for the direct to patient contact activities and ensure adequate training is provided
- Manage goals, resources, utilization rates, timelines, metrics and budget related to DPC activity for assigned projects.
- Proactively participate in the maintenance and development of quality assurance system for the direct to patient contact department.
- May be identified as 'Project Manager' for Direct to Patient Contact stand-alone projects.
Education/Experience:
- Bachelor degree, preferably in a scientific discipline or health-related field
- Experience in patient recruitment and retention activities or equivalent would be ideal.
- We would also consider significant project management experience in a call centre environment.
- Preferable but not mandatory: clinical trials/Epidemiology experience
- Minimum 3 years' experience in project management (preferably in a CRO or pharmaceutical industry)
Knowledge/Skills/Attributes:
- Fluency in English with excellent written and verbal communication skills.
- Effective organizational, analytical, and time management skills.
- Demonstrated ability to work well within a matrix environment; able to provide leadership, facilitate teamwork, communication, and optimize team productivity.
- Professional liaison skills for developing and maintaining successful partnership relationship with clients.
- Demonstrated ability to lead by example and successfully motivate and direct cross functional, culturally diverse projects and project teams.
- Excellent problem solving, judgment and decision making skills with the ability to motivate staff to seek creative solutions to issues surrounding on-time, on-budget and quality study delivery.
- Demonstrated ability to handle challenging situations, multiple tasks and conflicting deliverables while maintaining motivation of teams across numerous projects.
- Computer proficiency
What's Next?
Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.
ICON plc Company is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment.
Impactful work. Meaningful careers. Quality rewards.
At ICON, our employees are our greatest strength. That’s why we are committed to empowering you to live your best life, both inside and outside of work. Whether your ambition is lead a global team, become a deep scientific or technical expert, work in-house with our customers or gain experience in a variety of different ICON functions, we will support you in realising your full potential. See all locations Learn more about Our Culture at ICON
Day in the life
.png)
Teaser label
IndustryContent type
BlogsPublish date
07/07/2025
Summary
Precision at the Outset: The Strategic Role of Site Selection and Activation in Clinical Trials The success of any clinical trial begins well before the first patient is enrolled. Behind every sit
.png)
Teaser label
IndustryContent type
BlogsPublish date
07/04/2025
Summary
Cybersecurity in Clinical Data Management In clinical research, data is both a vital asset and a significant responsibility. As trials become increasingly digitised and decentralised, the protectio
.png)
Teaser label
IndustryContent type
BlogsPublish date
07/03/2025
Summary
Finding the Specialisation for You Clinical research is a dynamic, multidisciplinary field that brings together scientific innovation, operational rigour and patient-centric thinking. While many
Similar jobs at ICON
Salary
Location
United States, Canada
Department
Clinical Trial Management
Location
Canada
United States
Remote Working
Home-Based
Business Area
ICON Strategic Solutions
Job Categories
Clinical Trial Management
Job Type
Permanent
Description
As a Senior Clinical Scientist you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence. Senior Clinical Scientist will support l
Reference
2025-120685
Expiry date
01/01/0001
Author
Melissa BennerAuthor
Melissa BennerSalary
Location
Mexico City
Department
Study Start Up
Location
Mexico City
Business Area
ICON Strategic Solutions
Job Categories
Study Start Up
Job Type
Permanent
Description
As a Study Support Assistant you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence
Reference
2025-120464
Expiry date
01/01/0001
Author
Rita VillavicencioAuthor
Rita VillavicencioSalary
Location
Canada
Department
Clinical Trial Management
Location
Canada
Remote Working
Home-Based
Business Area
ICON Strategic Solutions
Job Categories
Clinical Trial Management
Job Type
Permanent
Description
The Clinical Trial Liaison (CTL) role is designed to transform the clinical research site experience by making the customer experience a priority. This strategic role serves as a critical interface be
Reference
2025-120769
Expiry date
01/01/0001
Author
Kala MurphyAuthor
Kala MurphySalary
Location
United States
Department
Clinical Trial Management
Location
United States
Remote Working
Home-Based
Business Area
ICON Strategic Solutions
Job Categories
Clinical Trial Management
Job Type
Permanent
Description
The Clinical Trial Liaison (CTL) role is designed to transform the clinical research site experience by making the customer experience a priority. This strategic role serves as a critical interface be
Reference
2025-120768
Expiry date
01/01/0001
Author
Kala MurphyAuthor
Kala MurphySalary
Location
United States
Department
Regulatory, Drug Safety/ Quality Assurance & Other roles
Location
United States
Remote Working
Home-Based
Business Area
ICON Strategic Solutions
Job Categories
Other
Job Type
Permanent
Description
As a Sr. TAT (Targeted Alpha Therapeurics) Expert you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence.
Reference
2025-120518
Expiry date
01/01/0001
Author
Melissa BennerAuthor
Melissa BennerSalary
Location
Chicago
Department
Clinical Monitoring
Location
Chicago
Remote Working
Home-Based
Business Area
ICON Strategic Solutions
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
As a Clinical Research Associate you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence.
Reference
2025-119487
Expiry date
01/01/0001
Author
Monica HawkinsAuthor
Monica Hawkins