Research Participant Support Specialist

Intro to Folia

Measure what matters.

Nell and Dan founded Folia Health because it has been simply too hard for their family members to receive personalized, data-driven healthcare that directly addresses the issues they're dealing with. People around the country and now the world, including our own team members and families, use Folia to track what they're experiencing - fatigue, symptom flares, pain - alongside what they're currently doing for treatment, and then use this information to understand the best way forward. Most Folia users also receive Data Dividends to share their data as part of our Research Programs, the business model that keeps Folia humming along.

Along the journey of building Folia, we've developed and validated a new type of health data - home-reported outcomes (or HROs). HROs allow people dealing with complex conditions to digitize their vast personal health knowledge, with simple responses to a personalized set of multiple-choice questions whenever they're experiencing a change in their health. HROs are actually now a valued part of the research methods that leading life sciences companies use to understand how their therapies are impacting people in the real world.

Folia (‘foglia’ is leaf in Italian) was named for the power of the individual contributions of people tracking their own health experiences. Each individual contributor is a leaf on the tree, performing important tasks to enable the whole (healthcare) tree to grow and become stronger - ultimately benefitting the leaf itself. (Yes we may have taken the metaphor too far...)

We are: 

• Female-founded and led by parents and family caregivers

• Stubbornly focused on making healthcare make sense

• 9 years in business

• Backed by top venture funds with a strong financial runway

• Made possible by our fast-growing user community with thousands of users in rare conditions

About the role:

Folia Health is seeking a proactive and mission-driven Research Participant Support Specialist to join our growing team. This role is perfect for someone passionate about user experience, operational excellence, and improving lives through research-driven healthcare. You’ll be a key member of our research team and also will work closely with our product and user community teams.

In this role, you will be responsible for driving exceptional user delight for the Folia Health user community members (i.e., the patients and caregivers who are using the Folia Health app to track their health) who are participating in one of our novel research studies. You will be responsible for ensuring that research milestones and activities are completed by participants on the Folia app, and will be the primary point of contact for questions and feedback on the research participant experience. Your engagement with our research participants will enable you to proactively identify opportunities to continuously improve and scale research participant delight and experience. 

What you’ll do:

• Act as a friendly, knowledgeable first point of contact for Folia research participants, patients, and caregivers—providing support through in-app chat, personal phone calls, and orientation sessions
  
  
• Maintain a deep understanding of Folia’s research goals and study milestones, enabling you to guide participants toward successful engagement and milestone completion
  
  
• Craft and manage compelling user communications, including emails, text messages, and in-app push notifications, to keep participants informed and engaged
  
  
• Collaborate on quarterly research participant newsletters and reports that celebrate progress, share insights, and build a sense of community
  
  
• Identify key health observance dates (e.g., condition awareness weeks) and collaborate on timely, impactful content that resonates with our research communities
  
  
• Spot patterns in participant feedback and collaborate with Product and Research teams to address recurring challenges before they become blockers
  
  
• Bring your creativity to the table by brainstorming new ways to surprise, delight, and retain participants throughout their research participation journey in Folia
  
  
• Jump in where needed with additional responsibilities and projects that help move our mission forward

You are:

• Someone with 2+ years of experience in a customer support, research participant support, or similar role 
• Excited to work in a fast-paced environment 
• Motivated by making healthcare easier for people living with complex conditions
• A person with exemplary oral and written communication skills
• Someone who loves problem-solving to help our research participants maximize the value of their experience
• Someone eager to ensure that research participants on Folia are having an exceptional experience and feel that they are heard
• Curious to acquire a strong knowledge of our product to aid users when they have questions about the product
• Intermediate or higher fluency in Spanish preferred

Compensation:

The base salary is $80,000 and will be determined to be commensurate with experience. The full compensation package includes stock option grants and additional benefits, including Health, Dental, Vision, and 401k plan.

Please note: We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.