Spanish Speaking Concierge

Spanish and English-Speaking Patient Concierge – Clinical Research Call Center

Company: Delve Health
Location: Egypt
Employment Type: Full-time
Salary: EGP 30,000–40,000 gross per month, based on qualifications and experience

About Delve Health

Delve Health is a global healthcare technology company helping pharmaceutical, biotechnology, and medical-device organizations improve the clinical-trial experience.

Our Patient Concierge call center supports clinical-trial participants throughout their study journey—from onboarding and appointment reminders to electronic diary completion, technology assistance, device troubleshooting, and ongoing follow-up.

About the Role

Delve Health is seeking a compassionate and highly professional Spanish**- and English-Speaking Patient Concierge** to join our clinical-research call center in Egypt.

This is a phone-based role involving both inbound and outbound calls with clinical-trial participants. You will speak with patients in Spanish and English, help them complete study-related activities, provide basic technical support, document each interaction, and escalate medical or safety concerns appropriately.

This is not a sales position. It is a specialized healthcare call-center role requiring excellent telephone communication, empathy, medical awareness, and close attention to study procedures.

The Patient Concierge does not diagnose conditions, recommend treatments, or provide medical advice.

Key Responsibilities

• Make and receive calls with Spanish- and English-speaking clinical-trial participants.
• Welcome and onboard participants into clinical studies.
• Provide clear, professional, and compassionate telephone support.
• Remind participants about appointments, electronic questionnaires, diaries, medication-related study activities, and device measurements.
• Follow up with participants regarding missed or incomplete study activities.
• Assist participants with mobile applications, electronic diaries, wearable technology, and connected health devices.
• Answer general, non-medical questions using approved study materials and scripts.
• Recognize potential medical concerns, adverse events, product complaints, or participant safety issues and escalate them immediately.
• Document every call and participant interaction accurately in Delve Health’s systems.
• Maintain complete and accurate call notes, follow-up records, and escalation documentation.
• Coordinate with clinical research sites, project managers, technical-support teams, and other study personnel.
• Follow approved call scripts, study procedures, privacy requirements, and escalation pathways.
• Meet established call-center standards for attendance, responsiveness, documentation, quality, and participant satisfaction.
• Participate in call monitoring, coaching, quality reviews, and study-specific training.
• Work assigned shifts based on the time zones and operating hours of the studies being supported.

Language Requirements

• Spanish: C1 proficiency or above, with excellent speaking, listening, reading, and writing skills.
• English: B2 proficiency or above, with strong speaking, listening, reading, and writing skills.
• Candidates must be confident holding complete telephone conversations in both Spanish and English.
• Clear pronunciation, active listening, and the ability to explain information simply are essential.
• Arabic is preferred but not required.

Shortlisted candidates will be required to complete spoken Spanish and English assessments.

Education and Medical Knowledge

• Bachelor’s degree in Pharmacy, Nursing, Medicine, Life Sciences, or another healthcare-related discipline is strongly preferred.
• Candidates with a different degree may be considered if they have strong medical knowledge and relevant healthcare or clinical-research experience.
• A good understanding of medical terminology is required.
• An active pharmacy or healthcare license is not required because this is a non-clinical patient-support role.
• Candidates must understand the difference between providing approved study support and giving medical advice.

Required Skills and Qualifications

• Previous call-center, telephone-support, patient-support, or customer-service experience.
• Excellent telephone manner in both Spanish and English.
• Strong communication, listening, and interpersonal skills.
• Empathy and patience when assisting people who may be experiencing health challenges.
• Ability to remain calm and professional during difficult or sensitive calls.
• Strong computer skills and the ability to learn new systems quickly.
• Accurate data entry and call-documentation skills.
• Excellent attention to detail and ability to follow scripts and procedures.
• Good judgment and the ability to recognize when an issue must be escalated.
• Dependable attendance and the ability to work assigned shifts.
• Ability to protect confidential patient and study information.

Preferred Qualifications

• Degree in Pharmacy, Nursing, Medicine, or Life Sciences.
• Experience in clinical research, healthcare, pharmacovigilance, medical information, or pharmaceutical services.
• Experience working in a healthcare or patient-support call center.
• Familiarity with clinical trials, Good Clinical Practice, adverse-event reporting, or product-complaint reporting.
• Experience supporting mobile applications, wearable technology, or connected medical devices.
• Experience working with international customers or patients.

What We Offer

• Competitive compensation of EGP 30,000–40,000 gross per month.
• Training in clinical research, patient engagement, and digital health technology.
• The opportunity to support patients participating in important clinical studies.
• Experience working with international clinical-research teams.
• A collaborative and growing work environment.
• Opportunities for continued learning and career advancement within Delve Health.

How to Apply

Please submit your CV in English and include:

• Your Spanish and English proficiency levels.
• Your educational background.
• Your call-center or telephone-support experience.
• Any experience in healthcare, pharmacy, clinical research, or patient support.
• Your availability to begin work.

Qualified candidates will be invited to complete Spanish and English telephone assessments as part of the interview process.

Ability to commute/relocate:

• Nasr City: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Clinical Research: 1 year (Preferred)

Language:

• Spanish (Required)
• English (Preferred)

Work Location: In person

Pay: E£30,000.00 - E£40,000.00 per month

Ability to commute/relocate:

• Nasr City: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you able to work until 12 or 1am Egypt Time

Experience:

• Clinical Research: 1 year (Preferred)
• Medical literacy: 1 year (Preferred)

Language:

• Spanish (Required)
• English (Preferred)

Work Location: In person