**Considering candidates in San Mateo, Santa Barbara, or US-based remote**

Evidation Health is seeking a Participant Engagement Associate 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 own the participant experience of the studies to which you are assigned by drafting participant communications, conducting outreach to participants, and responding to incoming support requests. As a member of the Health Outcomes Research team, you will also collaborate with Evidation Health client success and product/engineering teams to ensure clinical studies meet or exceed high quality standards. 

The Associate should expect 30% time dedicated to study participant-facing work, with 70% dedicated to back-office administrative work to curate the participant experience.

RESPONSIBILITIES

• Own the study participant experience on assigned studies - including the drafting of participant communications and training materials for IRB submission as well as overseeing incoming and outgoing participant communications
  • Solve non-standard issues that may require resourceful and conceptual thinking when necessary
• Learn and understand the participant requirements within each study protocol in order to be well-equipped to respond to participant inquiries
• Represent the Achievement Studies brand in a positive manner as the first point of contact for study participants experiencing complex issues, and second point of contact for issue escalations
• Identify, troubleshoot, and escalate technical and non-technical issues affecting study participants
• Utilizing Study Support Specialists as relevant, ensure all participant tickets are responded to and resolved in accordance with quality standards as well as confidentiality policies and procedures, and keep documentation for each ticket
• Lead participant outreach to ensure compliance with study protocols and investigate data quality issues as arise, e.g., reminder emails, texts, and phone calls
• Synthesize and share feedback on participant experience issues with cross-functional team members including product development and design to improve study quality and experience
• Develop proactive support solutions including process improvements, support content, and scripts
• Track volume by support topic within and across studies to identify trends in order to create generic responses that can be staffed by other resources or shared as feedback for study product or design improvement
• Implement organizational systems within the vendor customer support software to facilitate internal communication and collaboration on participant support

Develop and implement tracking systems to monitor ticket response times and other key metrics for study support performance

QUALIFICATIONS

Minimum Qualifications:

• Undergraduate university degree required or relevant experience
• 2+ years of relevant work experience required
• Customer support experience at a healthcare company OR direct study participant experience required
• Intermediate understanding of clinical research study structures and processes
• Perceptive about human behavior and motivation and able to ask the ‘right’ questions
• Excellent verbal and written communication skills

• Startup experience preferred
• Intermediate to advanced understanding and use of Excel and Google Sheets

ABOUT EVIDATION

Evidation measures health in everyday life and enables anyone to participate in groundbreaking research and health programs. Built upon a foundation of user privacy and control over permissioned health data, Evidation's Achievement 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. Guided by our mission to enable and empower everyone to participate in better health outcomes, Evidation is working to bring people individualized, proactive, and accessible healthcare—faster.

OUR VALUES

• Put individuals first
• Challenge each other and state your good intent
• Go fast while maintaining quality and integrity
• Work to win together

OUR BENEFITS & PERKS

• Competitive salary + performance bonus + equity
• Medical, dental, and vision benefits with generous company contribution
• Company-provided life and disability insurance
• 401(k) with company contribution
• Wellness and wearable device reimbursements, mental health benefits, wellness programs
• Employee advisory committee focused around diversity, equity, inclusion, and belongingness
• Distributed teams and flexible work hours
• Take time when you need it: 13 paid company holidays + flexible time off
• Paid parental leave
• Mobile phone, home internet, and home office furniture reimbursements
• Apple laptop and your choice of monitor + noise cancelling headphones
• LinkedIn Learning and other professional growth opportunities

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.