Patient Support Specialist at Clara Health (Remote (United States))

Patient Support Specialist

Remote (United States)

About Us

Healthcare has often been faceless and overwhelming. But, in the next few years, a wave of patient-centered technology and services will begin to transform the way healthcare is accessed, distributed, and discovered. This has only accelerated due to the new pandemic.

At Clara, we’re doing our part by building a platform that combines leading-edge technology and empathetic patient-focus to make it simple and approachable to find and connect to clinical trials that fit them best. 

In democratizing access to clinical trials for all patients from all socioeconomic backgrounds - while also helping research teams more efficiently reach out to and engage with the patients that they need to participate in their trials - we believe we can help make healthcare more diverse, open, and welcoming and the world a healthier place.

This is the first step in our mission to be the most trusted partner in furthering any healthcare journey.

If you want to work with driven teammates to help break down the barriers that exist in today’s healthcare landscape, shortening a time to a cure, and if you want to work on difficult, meaningful problems that millions are waiting for solutions to, we would love to talk to you.

Overview

The primary role of the Patient Support Specialist is to fully support and guide patients and caregivers in learning about and finding clinical trials.

Their goal is to work with patients, family members and/or health-care providers to assist patients in their efforts to identify appropriate clinical trials and help overcome obstacles to enrollment. They will use their assessment skills, online databases, and information from clinical sites to determine qualification for particular trials.

This is a full-time remote position with the option to work from anywhere in the United States.

Responsibilities 

  • Independently maintaining a caseload of Clara Health users or potential users seeking enrollment into clinical trials; this includes assessing, educating, and objectively presenting information to patients about available treatment options, including clinical trials.

  • Whenever possible and without providing medical advice, support Clara Health users in their healthcare journey, even outside of clinical trials. This may include referring them to other trusted resources, exploring medical specialists in their area, referring them to patient advocates and advocacy groups, and more as needed.

  • Coordinate and book travel arrangements for patients participating in clinical studies.

  • Manage resources effectively, efficiently, and use problem solving skills to help patients overcome obstacles to enrollment.

  • Contribute to continual process improvement of clinical trial support procedures and strategies to make patient support processes more scalable and efficient.

  • Triage and manage incoming patient requests across a breadth of communication channels, including live chat, email, phone, and regular mail.

  • Availability for scheduled on-call shifts including weeknights and weekends

  • Remain composed under stress, handle self in a professional manner at all times and take personal responsibility for delivering on personal and organizational commitments.

  • Establish effective working relationships through verbal and written communication with diverse individuals and communities, and respond to changing circumstances and priorities in a focused manner.

  • Gather patient electronic medical records by collecting demographic information and interacting with medical facilities and physicians' offices

Experience

  • 1+ years of relevant experience in customer support, hospitality

  • Bachelor’s degree preferred, but not required

  • Experience with clinical trials preferred, but not required

  • Experience working in healthcare, specifically patient-focused is a plus

  • Experience working in customer service is a plus

  • Experience booking corporate travel is a plus

Relevant training requirements

  • HIPAA training

  • Data security

  • Human Subjects Research Certification

  • Standard Operating Procedures:
    • Clara Health Code of Conduct

    • Procedure for Good Clinical Practice (GCP)

    • Procedure for ClaraCare Travel Support

    • Procedure for Providing ClaraCare Live Support

    • Procedure for Finding Studies for Clara Health Users

    • Trial Applicant Screening and Referral Procedures

    • Procedure for Handling of Incidents and Deviations

    • Procedure for Issues and Escalations

    • CAPA procedures

    • Laptop/Mobile Security Procedures

Benefits

  • Competitive compensation with meaningful stock options

  • Medical, Dental and Vision plans

  • Pre-Tax commuter benefits

  • Weekly lunch

  • 401k offered through Human Interest

  • Contribution towards fitness membership plans

  • Free One Medical membership

  • Unlimited PTO and sick days

  • Quarterly wellness stipend

  • Professional development budget

This is a full-time remote role with the option to work from anywhere in the United States.

Clara Health is an equal opportunity employer and encourages all applicants from every background and life experience. We celebrate diversity and do not discriminate based upon race, religion, color, national origin, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.