Research Participant Support Specialist

Intro to Folia

What Matters Most to Patients, Matters Most To Research.

Nell and Dan founded Folia Health upon realizing there wasn't a place for patients to capture their day-to-day needs and opinions in a structured, actionable format—or a method to share them with providers and researchers securely. Having loved ones living with complex, chronic conditions, Nell and Dan sought to bridge this gap and put the real experts in control. Home-reported outcomes (HROs) digitize the vast personal health knowledge that lives in patients' heads, ultimately enhancing clinical development and commercial success.

Folia (‘foglia’ is leaf in Italian), is reminiscent of budding curiosity, flourishing studies, and bountiful health. Think of Folia as a tree, in which each individual leaf contributes to the whole. We leverage individual input to create a stronger healthcare system.

Join our team of passionate, mission-driven experts in delivering HROs and deep analyses for pharmaceutical and biotechnology companies to accelerate growth in research and for clinicians to provide better care.

We are: 

• Female-founded

• Stubbornly focused on making healthcare make sense

• 7 years in business

• Backed by top venture funds with a strong financial runway

• 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.