Participant Support Specialist (Contract)

**Work from where you are - considering candidates in San Mateo, Santa Barbara, or US-based remote**

About Evidation

Evidation creates new ways to measure and improve health in everyday life. Built upon a foundation of user privacy and control over permissioned health data, Evidation's consumer platform is trusted by millions of individuals—generating data with unprecedented speed, scale, and rigor. We partner with leading healthcare companies to understand health and disease outside the clinic walls. Evidation is working to bring people individualized, proactive, and accessible healthcare—faster. Founded in 2012, Evidation is headquartered in California with employees working from around the globe.

Our Consumer Business Unit is looking for a Participant Support Specialist to join the team! Our Consumer department is an iconic, enduring healthcare consumer brand that presents smart guidance to customers and generates continuous insights to the industry.

Evidation Health is seeking a Study Support Specialist to virtually support participants in a clinical research study on cognitive impairment. As a Support Specialist on this special project you will be responsible for conducting outreach to participants and responding to incoming support requests by utilizing both our proprietary study management tool and vendor customer support software. The Study Support Specialist will play a key role in assisting individuals throughout the enrollment and ongoing phases of the study. As a member of the Participant Engagement team, you will assist the PE lead and collaborate with product/engineering and project management teams to ensure the study meets or exceeds high quality standards. Participants will have normal cognition, mild cognitive (MCI), or early Alzheimer's Disease (AD).

This is 40 hours/week, non-exempt (hourly), and an initial 12-month remote contract position.

RESPONSIBILITIES

General Responsibilities

• Represent the Achievement Studies brand in a positive manner as the first point of contact for study participants
• Create a positive experience for for study participants by resolving study-specific inquiries via phone, email, video communication, and text
• Be on-call and available to answer incoming support tickets and phone calls during specified business hours
• Learn and understand the participant requirements within the study protocol in order to be well-equipped to respond to participant inquiries
• Respond to and resolve tickets in accordance with quality standards as well as confidentiality policies and procedures, and keep documentation for each ticket
• Triage and escalate non-standard issues that may require resourceful and conceptual thinking when necessary
• Conduct outreach to ensure engagement with study protocols, e.g., reminder emails, texts, phone calls, and video communication tools.

Study-Specific Responsibilities

• Assist participants with scheduling remote assessments required for determining enrollment eligibility
• Conduct onboarding calls for newly enrolled participants using vendor scheduling software
• Provide ongoing technical and study support for participants and study partners
• Hold scheduled daily/weekly "office hours" for participants
• Coordinate with outside vendors (Tasso, SteadyMD, ExamOne, Hibbert) to streamline participant inquiries involving remote cognitive assessments and blood draws and device shipments

Study Support Specialist may flex across other studies and assist in the same capacity listed above as-needed by the Participant Engagement team.

QUALIFICATIONS

Minimum Qualifications:

• Customer support experience at a healthcare company OR direct study participant experience preferred
• Basic understanding of clinical research study structures and processes
• Excellent verbal and written communication skills
• Perceptive about human behavior and motivation and able to ask the 'right' questions
• Excellent attention to detail and project management skills
• Must be self-motivated, team-oriented and organized

Preferred Qualifications:

• Experience using Zendesk is preferred
• Startup experience preferred
• Related research experience preferred
• Previous experience with subject recruitment in a research environment preferred

Evidation Health values diversity and is committed to equal opportunity for all persons without regard to sex (including pregnancy, childbirth or related medical conditions), gender identity, gender expression, race, color, national origin, ancestry, citizenship, age, religion, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, genetic information or any other legally protected characteristic.

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