2 days ago Be among the first 25 applicants
Direct message the job poster from Scarritt Group, Inc.
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 logistics
* Establish and refine streamlined processes focused on efficiency and patient satisfaction
* Ensure compliance with budget constraints and reimbursement policies
* Supervise concierge coordinators across global regions
* Conduct team meetings, performance reviews, and one-on-one support sessions
* Foster a patient-first mindset throughout the team
* Develop standardized protocols and deliver comprehensive training programs
* Implement consistent practices across all locations and team members
* Keep training materials current with evolving policies and regulations
4. Systems & Process Optimization
* Collaborate with IT and Project Management to enhance travel management systems
* Ensure all coordinators are proficient in system use
* Identify and implement workflow improvements
* Maintain accurate tracking systems for all travel activities
* Support the Accounting team in reconciling travel-related expenses
* Generate travel and performance reports for internal and client use
6. Cross-Functional Collaboration
* Coordinate with Project Management, Accounting, and Site/Patient teams
* Maintain open communication channels with clinical sites and patients
* Resolve travel issues proactively and efficiently
7. Compliance & Regulation
* Ensure adherence to HIPAA, GDPR, and financial compliance guidelines
* Keep travel policies aligned with legal and ethical standards
* Train team members in compliance best practices
* Identify potential risks and develop response plans
* Serve as the main escalation point for complex travel situations
* Guide team in managing disruptions or emergencies
9. Quality Assurance
* Conduct regular audits and reviews of travel operations
* Enforce quality standards for all arrangements and communications
10. Documentation & Knowledge Sharing
* Maintain clear, accessible documentation of all processes
* Update protocols and templates as needed
* Contribute to team knowledge sharing and best practice archives
Qualifications
* Minimum 3 years of experience in global travel coordination, patient logistics, or concierge management
* Proven leadership experience, ideally in a healthcare or clinical trial setting
* Strong understanding of compliance standards (HIPAA, GDPR, etc.)
* Excellent communication and organizational skills
* Proficiency in travel booking platforms and CRM systems
* Ability to work independently and manage multiple priorities across time zones
Seniority level
* Seniority levelMid-Senior level
Employment type
* Employment typeFull-time
Job function
* Job functionOther
* IndustriesEvents Services and Hospitality
Referrals increase your chances of interviewing at Scarritt Group, Inc. by 2x
Sign in to set job alerts for “Lead Concierge” roles.Temporary Hurricane Contact Center RepresentativeGerman Speaking - Bank Customer Service in Malta - Sales Exp. RequiredItalian Customer Client Support in Sunny Greece - Fully Paid Relocation
Madrid, Community of Madrid, Spain 1 week ago
Scandinavian Speaking Customer Experience Agent (Fully Remote)German Speaking - Bank Customer Service in Malta - Sales Exp. RequiredSupport Specialist (Complaints) - French/GreekCustomer Service Agent: Korean (night shift)Customer Agent Temporary 6 months (English, Spanish, Italian, French)
Madrid, Community of Madrid, Spain 1 week ago
E-commerce Customer Support - Spanish Speakers
Madrid, Community of Madrid, Spain 6 days ago
Scandinavian Speaking Customer Experience Agent (Fully Remote)AGENTE DE ATENCIÓN AL CLIENTE NATIVO CHECO/ ESLOVACO (SECTOR MODA)
Madrid, Community of Madrid, Spain 4 days ago
Temporary Hurricane Contact Center Representative
Madrid, Community of Madrid, Spain 4 weeks ago
Dutch Speaking Customer Experience AgentCustomer Service Representative (Flemish) - Remote - Healthcare Industry GH03Swedish Speaking Customer Experience Agent (Fully Remote)
Madrid, Community of Madrid, Spain 3 weeks ago
Madrid, Community of Madrid, Spain 2 weeks ago
Help Desk Representative CAJAMAR CustomerSpanish-Speaking Customer Support Roles Full Remote From Greece - Relocation
Madrid, Community of Madrid, Spain 4 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr