Participant Support Specialist - Special Projects (Contract Position)

**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 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 Research and Insights Business Unit is looking for a Participant Support Specialist to join the team! Our Research and Insights (R&I) business unit delivers world-class, ground-breaking research in partnership with our customers and collaborators to better understand health in everyday life.

The R&I team is seeking a Participant Support Specialist to virtually support participants in a clinical research study on potential undiagnosed hypertension. As a Participant 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 Participant 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 Support team, you will assist the Participant Support Lead and collaborate with product/engineering and project management teams to ensure the study meets or exceeds high quality standards. 

This is 40 hours/week, non-exempt (hourly), and an initial 6-month remote contract position.

• Represent the Evidation 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, 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.

• 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

*This job description outlines primary duties and requirements and is not intended to identify all tasks that may be performed; individuals occupying the position may be required to perform other duties.  The company may modify job duties from time to time, either in practice or in writing.

At Evidation, we strive to build an equitable and inclusive space where everyone - employees, partners, and participants -  belongs and feels valued. 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. 

We will also reasonably accommodate the physical and/or mental disabilities of an otherwise qualified applicant with a disability in order to enable the applicant to complete the application or interview process, providing undue hardship on Evidation Health would not result. 

The US base hiring range for this contract  position is $22/hr -$36/hr +benefits through the contracting agency. The actual starting pay will be based on job-related factors, including work location, experience, training, and skill level, so pay for this role may be higher or lower than what is shown on this posting.

https://evidation.com/california-privacy-notice

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