Evidation Health is a new kind of health and measurement company that provides the technology and guidance to understand how everyday behavior and health interact. The volumes of behavior data generated from wearables and smartphones has opened up new ways to analyze individuals’ behavior and health in real time. With a virtual pool of 3 million research participants, Evidation Health undertakes research for innovative biopharma and health care companies to transform how diseases are identified, treated, and monitored.
Evidation Health is seeking a Study Support Specialist for the Health Outcomes Research team. We are looking for a motivated candidate to virtually support participants in clinical studies conducted in new, technology-enabled ways. You will utilize both our proprietary study management tool and vendor customer support software to conduct outreach to participants and respond to incoming support requests.
This role is based in San Mateo, CA but some remote work may be acceptable.
Represent the Achievement Studies brand in a positive manner as the first point of contact for study participants
Create a positive experience for study participants by resolving study-specific inquiries via phone, email, and text message
Be on-call and available to answer incoming support tickets and phone calls during specified business hours
Learn and understand the participant requirements within each 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
Assist Participant Engagement team members with outreach to ensure compliance with study protocols, e.g., reminder emails, texts, and phone calls
Customer support experience at a healthcare company, OR direct study participant experience preferred
Basic understanding of clinical research study structures and processes
Experience using Zendesk is preferred
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
Startup experience preferred
Health, dental, and vision benefits for you and competitive coverage for your family
Flexible work hours
Open vacation policy - take time when you need it
Support for remote work when needed
Relaxed work environment
Your choice of computing equipment and gear
Lots of opportunities for growth
Opportunity to work on fascinating challenges that improve people’s lives
EVIDATION HEALTH VALUES DIVERSITY AND IS COMMITTED TO EQUAL OPPORTUNITY FOR ALL PERSONS WITHOUT REGARD TO RACE, COLOR, CREED, RELIGION, MARITAL STATUS, AGE, NATIONAL ORIGIN OR ANCESTRY, POLITICAL ACTIVITY OR AFFILIATION, PHYSICAL OR MENTAL DISABILITY, MEDICAL CONDITION INCLUDING GENETIC CHARACTERISTICS, MARITAL STATUS, SEXUAL ORIENTATION, GENDER IDENTITY, SEX OR GENDER.