Location: Berlin

Department: Site Operations

Reports to: Site Director

About the Role

FutureMeds is seeking an experienced and service-focused Patient Services Manager to lead our Patient Services function and ensure an exceptional experience for participants throughout their clinical research journey.

Reporting to the Site Director, you will oversee the day-to-day operation of the Patient Services department, including reception services, appointment scheduling, participant administration, and patient communications. You will lead a small team and play a key role in ensuring efficient site operations, optimal clinic utilisation, and a consistently high standard of participant care.

This position is ideal for someone with previous leadership experience in healthcare operations, patient services, clinical research, outpatient care, or practice administration.

Key Responsibilities

Leadership & Team Management

• Lead, coach and develop a small Patient Services team.
• Conduct regular one-to-one meetings, performance reviews and development discussions.
• Support recruitment, onboarding and training of team members.
• Allocate workloads and ensure appropriate departmental coverage.
• Foster a culture of professionalism, accountability, collaboration and continuous improvement.

Patient Experience & Service Delivery

• Ensure a welcoming, professional and participant-focused environment at all times.
• Oversee participant communications and administrative support throughout the participant journey.
• Act as an escalation point for participant enquiries, concerns and complaints.
• Monitor participant feedback and implement improvements to enhance the participant experience.
• Work closely with Patient Contact Services and clinical teams to ensure a seamless participant journey.

Operations & Scheduling

• Oversee appointment scheduling and clinic diary management.
• Ensure efficient utilisation of clinic capacity and administrative resources.
• Coordinate with clinical and research teams to support participant flow and operational requirements.
• Identify and resolve scheduling conflicts and operational challenges.
• Monitor departmental performance and drive operational improvements.

Communication & Collaboration

• Work closely with clinical, research and operational teams to support efficient site operations.
• Ensure effective communication regarding appointment availability, clinic changes and scheduling requirements.
• Represent the Patient Services function in operational meetings.
• Provide regular updates and performance reports to the Site Director.

Compliance & Quality

• Ensure all activities are conducted in line with GDPR, company policies and internal quality standards.
• Maintain participant confidentiality and accurate record keeping.
• Support quality initiatives, audits and process standardisation activities.
• Promote a culture of compliance, quality and continuous improvement.

Resource Management

• Manage departmental supplies and operational resources.
• Monitor resource utilisation and identify opportunities for efficiency improvements.
• Support operational planning and service delivery across the site.

About You

Essential

• Previous experience leading or supervising employees.
• Experience in a healthcare, clinical research, patient services, medical practice or healthcare administration environment.
• Strong organisational and scheduling skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Fluent German language skills (minimum C1 level).
• Good working proficiency in English.
• Proactive, hands-on and solution-oriented approach.

Desirable

• Experience as a Practice Manager, Deputy Practice Manager, Patient Services Manager, Healthcare Operations Supervisor or similar role.
• Experience within a clinical research site or clinical trials environment.
• Knowledge of GDPR and healthcare compliance requirements.
• Familiarity with appointment scheduling, patient administration or CRM systems.

Why Join FutureMeds?

• Opportunity to contribute to the delivery of innovative clinical research.
• Leadership role with direct impact on participant experience and site performance.
• Collaborative and supportive team environment.
• Professional development and career growth opportunities.
• Competitive salary, bonus opportunity and benefits package.

FutureMeds is committed to fostering a diverse and inclusive workplace and welcomes applications from all qualified candidates.