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Closing date for applications: 2 June 2023

MAC Clinical Research is one Europe's largest clinical development organisations, and we are currently recruiting for a Patient Liaison Agent, a telephony role at our Teesside site.

Based in our contact centre on Thornaby’s riverside, you will handle inbound/outbound queries from patients and screen them for suitability to take part in one of our trials.

If you have never worked in a contact centre before, or within a medical field, do not worry - MAC provides full training, the one thing our teams have in common is they love helping people and want to make a difference!

MAC has a network of Dedicated Research Sites providing extensive reach, with offices within the EU and US. Our clinical research organisation is committed totally to the recruitment and conduct of clinical trials and full-service delivery through our fully owned Dedicated Research Sites and staff. Our Recruitment Centre provides excelled recruitment of patients for all studies, often reaching target figures ahead of study timelines. With over 200 clinical studies successfully completed and deliver extensive therapeutic expertise.

Role profile

  • Assist the clinical teams to meet study recruitment targets.

  • Provide new patients with detailed and accurate information regarding clinical research trials.

  • Maintain effective communication with both the clinical team and patients.

  • Handle calls from patients in relation to their appointments

  • Take ownership of patient queries, solving them at the first point of contact or escalate if required

  • Help your team to achieve their shared quality and performance targets

  • Make sure you are hitting patient satisfaction and performance levels

  • A good level of computer literacy is needed to keep excellent, clear notes and patient records up to date across our systems

Skills required

  • High degree of accuracy

  • Provide an excellent level of patient service which goes beyond a patient’s expectations

  • Good written and verbal communication skills

  • Adaptability to changes in procedures / processes

  • Driven and enthusiastic, taking specific tasks and following these through to completion.

  • Target driven to achieve quality and performance metrics


  • Our contact centre currently operates from 10am to 8pm, Monday to Friday


  • Competitive Salary

  • Full, comprehensive, and continuous training

  • Private healthcare insurance

  • Free onsite parking

  • 25 days annual leave plus bank holidays

  • Your birthday off work

  • Continued career development potential.


  • Call Centre/Customer Service: 1 year (required)

Work remotely:

  • No

Once sufficient applications have been received this vacancy will close

Job Description - Patient Liaison Agent
Download PDF • 628KB

Salary: from £21,000 + performance related monthly bonus Apply Now


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