Patient Liaison — Recruitment & Screening Scheduling Lead

Location:  Remote

Job Type: Full-Time

Reports to : Recruitment Delivery Director

Join Us at Civia Health

About Us
Civia Health is to provide large population centers access to ambulatory disease research making participation seamless, convenient, and engaging - integrating innovative research within accessible, everyday spaces, to collapse the time and cost of clinical trials for our clients.

• We envision a world where our communities, regardless of socioeconomic status, has seamless access to life-changing medical research, accelerating discoveries, improving health equity, and redefining the cost of developing new population health improvements.
• Our team is passionate about making a real difference in people's lives, and we're committed to building a collaborative, fast-paced, and fun work environment.

Purpose of the Role

The Patient Liaison is responsible for ensuring that Civia meets or exceeds recruitment goals by delivering accurate, timely, efficient scheduling of recruitment and screening visits across all assigned sites.

The role is accountable for everything from prescreening to completed screening visits, but does not manage baseline, treatment, dosing, or followup visits.

A core expectation is that the Patient Liaison uses all available tools and resources — including CRCs, AI prescreening partners, thirdparty call centres, digital funnels, and their own outreach — and determines the optimal strategy per study and per site to maximise throughput, efficiency, and impact.

This role is central to ensuring Civia maintains high scheduling capacity, excellent patient experience, and industryleading attendance and conversion rates.

Core Accountability

• Full accountability for recruitment and screening visit scheduling, performance, and outcomes
• Determine and deploy the right scheduling strategy per study and per site (CRC-led, AI partner-led, call centre–led, or self-led)
• Maintain daily and weekly screening targets and ensure sites remain fully booked
• Lead daily recovery actions when screening or attendance falls behind plan
• Ensure rigorous followthrough with sites on screening visit completion
• Maintain funnel health: prescreen → schedule → attendance → screening
• Reduce DNTs through structured communication, reminders, and recovery workflows
• Ensure efficiency and costeffectiveness in resource deployment across vendors, CRCs, and internal tools
• Serve as the central liaison between recruitment, community engagement, and site teams with a specific focus on screening delivery

Key Responsibilities (Updated to Include Tools & Strategy Ownership)

1. Scheduling Ownership Using All Available Tools

• Build and maintain screening schedules using:
o CRCs (onsite scheduling capacity)
o AI prescreen partners (e.g., Delfa, Alleviate)
o Thirdparty call centres
o Direct outreach by the Patient Liaison
• Ensure the appropriate tool or combination of tools is selected for each study and each site to optimise volume, efficiency, and speed.
• Continuously test and refine scheduling strategies based on outcomes and data.

2. Strategy Setting at Study & Site Level

• Create a site-specific and study-specific scheduling strategy, choosing the right balance of AI, CRCs, call centres, and manual follow-up.
• Align strategies to study needs (volume, speed, eligibility complexity) and site realities (capacity, staffing, community dynamics).
• Iterate strategies in real time when performance indicators change.

3. Target Setting & Daily Performance Management

• Define, communicate, and track daily screening visit targets.
• Review actual vs target performance daily, adjusting tactics and team allocations as needed.
• Lead daily recovery huddles when performance slips.

4. Funnel Management & Conversion

• Maintain active oversight over each step of the funnel:
o AI candidate delivery
o CRC outreach
o Call centre followup
o Direct scheduling
o Screening attendance
• Diagnose breakdowns quickly and activate corrective actions immediately.

5. Site Relationship & Execution FollowThrough

• Serve as the primary contact for sites regarding recruitment and screening visits.
• Ensure sites execute screening visits on schedule and escalate barriers promptly.
• Provide sites with daily expectations, slot allocations, and performance feedback.

6. Patient Experience & Attendance Improvement

• Deploy structured reminders, confirmations, and follow-up workflows to reduce DNTs.
• Work with CRCs and call centres to ensure patients feel supported and informed prior to screening.
• Identify attendance barriers early and propose improvements to leadership and site teams.

7. Insights, Reporting & Leadership Communication

• Own and maintain screening performance dashboards and KPIs.
• Report risks and corrective actions clearly and promptly.
• Provide data-driven recommendations on resource deployment (AI, CRC, call centre, internal).

Performance Measures (KPIs)

• Screening attendance vs scheduled
• Screening visits completed vs daily/weekly targets
• Prescreen → screening conversion rate
• Screening utilisation of available slots
• DNT rate trending below industry norms
• Time to contact & time to schedule
• Funnel conversion and scheduling efficiency
• Action item closure pace
• Leadership, site, and patient experience feedback

Ideal Phenotype

• Outcome-driven and highly accountable
• Strategic operator who selects the right tools and resources per site/study
• Decisive and urgent, especially when screening delivery slips
• Excellent communicator with sites, call centres, CRCs, and vendors
• Persistent and follow-through focused
• Dataliterate, recognising trends and acting before deterioration
• Resilient, comfortable with change and operational complexity

Executive OneLiner

This role drives recruitment success by owning screening scheduling endtoend — selecting the right tools (CRC, AI partners, call centres, direct outreach), setting targets, and ensuring every site consistently delivers a full, highquality screening pipeline efficiently and predictably.

What You Bring to Civia

Required

• 5+ years in recruitment operations, CRM administration, or community engagement in healthcare or related sectors.
• Ability to schedule, and be highly dynamic with a variable environment
• Target and delivery focused
• Hands-on CRM Experience, HubSpot preferred
• Familiarity with AI prescreening tools and scheduling/funnel platforms.
• Excellent communication and relationship-building skills.
• Strong project-management and organizational skills.
• Comfort with ambiguity and a willingness to perform participant-facing and operational tasks.
• Performing “other duties as assigned,” including low-level operational or administrative work typical of a start-up.

Preferred

• Experience in clinical trials or patient recruitment.
• Community outreach/partnership development background.
• Technical familiarity with integrations and data-hygiene best practices.

What We Offer

• The opportunity to lead an initiatives to make a real impact on patient access to clinical trials
• A collaborative, mission-driven environment with room to innovate
• Competitive pay and benefits
• Training and professional development opportunities
• A chance to help shape Civia’s participant engagement approach as we grow

Ready to Make an Impact?

• Mission with Meaning: Be part of a purpose-led team committed to health equity and real-world impact.
• Startup Energy, Proven Expertise: Work fast, adapt quickly, and help build something new; guided by seasoned visionary professionals who’ve seen what needs to change.
• People First Culture: We care deeply about our patients, participants, and each other. Collaboration, transparency, and bold, straight-talking are core to how we work.
• Invested in Your Growth: We don’t just hire for today; we’re building the leaders and changemakers of tomorrow.

If you’re ready to be part of something meaningful—and work with people who care deeply about doing good work—apply today by submitting your resume and cover letter to the link above. We’re excited to learn more about you!