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About the Role

As a CRC Associate at ICON, you will play an important role in providing a welcoming, professional and well-organised experience for patients taking part in clinical research studies. Primarily based at the front of house, you will support the smooth day-to-day running of the clinical research site by coordinating patient appointments, responding to patient enquiries, arranging study-related procedures and supporting study administration. This is an excellent entry-level opportunity for someone looking to develop a career in clinical research.

Responsibilities

• Provide front-of-house and administrative support to the clinical research site.
• Act as a first point of contact for patients and visitors, providing a warm, professional and welcoming front-of-house service.
• Greet patients on arrival, confirm their appointments and notify the appropriate clinical team members.
• Schedule and coordinate patient study visits in accordance with protocol-required visit windows and instructions.
• Contact patients to arrange, confirm or reschedule appointments and provide appropriate appointment information.
• Coordinate study-related procedures and appointments with external vendors and service providers.
• Manage incoming telephone calls and respond to patient and site enquiries, escalating clinical or study-specific questions.
• Check and action site voicemail messages.
• Support patient reimbursement processes, ensuring accuracy and timeliness.
• Maintain accurate appointment schedules, patient contact records and relevant administrative documentation.
• Support the preparation and organisation of patient visits.
• Provide general administrative support to the CRCs and wider clinical research team.
• Handle patient information sensitively and confidentially.
• Complete required training and work in accordance with site procedures, study protocols, GCP principles and applicable UK requirements.
• Coordinate and maintain strong relationships with Local GP practices to request and obtain patient medical history records.
• Ensure all data is captured correctly within the CTMS system for reliable financial reporting.
• Update and maintain the sites Petty cash.

Requirements

• Previous experience in an administrative, reception, customer service, healthcare or other patient/customer-facing environment.
• Strong organisational skills, with the ability to coordinate multiple appointments, activities and priorities.
• Excellent verbal and written communication skills and a confident, professional telephone manner.
• A friendly and professional approach, with the ability to communicate sensitively and effectively with patients from a wide range of backgrounds.
• Strong attention to detail and the ability to follow written procedures and instructions accurately.
• Good IT skills and confidence using electronic scheduling, administrative and record-keeping systems.
• Ability to work collaboratively as part of a multidisciplinary clinical research team.
• Ability to handle confidential and sensitive information appropriately.
• A proactive approach and willingness to learn and develop within clinical research.
• Previous experience within a healthcare, NHS, private healthcare or clinical research environment (Desirable).
• An understanding of clinical research or Good Clinical Practice (GCP) (Desirable).
• Previous experience coordinating appointments or working within a busy reception or clinical environment (Desirable).
• An interest in developing practical clinical skills, including phlebotomy and taking patient observations (Desirable).

Skills

• Organisational skills
• Verbal communication skills
• Written communication skills
• Telephone manner
• Attention to detail
• IT skills
• Collaboration
• Confidentiality
• Proactive approach
• Willingness to learn

Location

• Northamptonshire, UK

Work Type

• Office based

Experience Level

• Entry-level

Benefits

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

About the Company

• ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.
• As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.

Equal Opportunity

• ICON is an equal opportunity employer.
• We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.
• If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.