Clinical Success Specialist I (CSS I)

About

Mango5 is seeking a motivated and compassionate Clinical Success Specialist I (CSS I) to join our dynamic international healthcare operations team. In this role, you will play a vital part in ensuring patients and healthcare professionals enjoy a seamless and high-quality experience during the home visit scheduling process for medical studies.

The ideal candidate will be detail-oriented, empathetic, and thrive in a fast-paced environment that requires critical thinking, effective communication, and organizational excellence.

Key Duties and Responsibilities

• Coordinate and manage home visit scheduling for assigned medical studies.
• Support senior CSS team members on complex or high-volume studies.
• Monitor daily visit schedules to ensure timely execution, tracking logistics, training, and compliance.
• Communicate effectively with patients to facilitate visit scheduling and rescheduling within study windows.
• Collaborate with Project Managers, Clinical Leads, and Logistics teams to achieve in-window visit completion.
• Identify and escalate operational or scheduling issues that may affect visit success.
• Follow established SOPs and work instructions related to visit scheduling and participant outreach.
• Meet visit scheduling targets and departmental KPIs while maintaining compliance and data accuracy.

Qualifications

• Matric
• Bachelor’s Degree (Advantageous)
• Minimum 1–2 years of experience in healthcare, clinical research, or customer/patient service
• Strong communication, organizational, and multitasking skills
• Technologically proficient and adaptable in a fast-paced environment
• Clear credit and criminal record
• GCP (Good Clinical Practice) certification (Advantageous)
• Experience in UK/USA BPO call center, event coordination, or similar administrative roles

Remuneration Package

• Basic Salary: Market-related
• Commission
• Medical Insurance
• Home and Trauma Assist (emergency and trauma support services)
• Access to LMS for personal and professional development

Working Hours

• 45-Hour work week with rotating shifts between 16:00 - 4:00 (Depending on Daylight savings)
• Rotating working days from Monday to Sunday to ensure consistent global support
• Dynamic Holidays

If you meet the criteria but do not hear from us within two weeks, your profile will be kept on file for future opportunities.