Operations Coordinator - Clinical Trials… at HealthMatch · New York

About HealthMatch

HealthMatch connects patients with clinical trials. 80% of trials are delayed because they can't find enough participants — we're closing that gap with technology. We have over 2M patients in our database and a lean team of fewer than 20 building something that matters.

The Role

HealthMatch works with sponsors and clinical trial sites to recruit and enroll participants into studies. This role is the human link in that chain. You're the person sites hear from when referrals come in. You're the person patients talk to when they're considering a trial. You're the reason referrals turn into enrollments instead of going cold.

Day to day, you'll manage relationships with dozens of trial sites across LatAm and US markets, follow up with patients, keep our CRM accurate, and be trained to review medical records alongside our Medical Director. The work is phone-heavy, email-heavy, and detail-heavy.

Over time, we want you to do more than execute — we want you to spot what's broken and help fix it. If you notice a follow-up workflow that could be automated, or a site engagement pattern that should become a playbook, we want you to raise it and help build it.

What a Typical Week Looks Like

Most weeks, the majority of your time is outbound communication:

• Calling and emailing clinical trial sites to make sure patient referrals are being followed up on
• Tracking referral statuses across our portal and CRM - this means real-time data entry, not batch updates at the end of the week
• Supporting patients directly as they move through enrollment
• Flagging sites that aren't engaging and working with the team on how to re-engage them
• Helping onboard new sites to the HealthMatch platform

Some weeks will also include:

• Working with our Medical Director on medical record reviews (you'll be trained on this)
• Building or refining parts of our site engagement playbook based on what you're learning in real conversations
• Jumping into other company needs as they come up - we're a small team and the edges of everyone's role are blurry

Who This Role Is For

You must be fluent in both Spanish and English. This is non-negotiable - you'll be working across US and LatAm markets daily.

You're great on the phone. Not in a scripted, call-center way. You build trust quickly with site coordinators and patients, you're comfortable with follow-up that feels repetitive, and you understand that strong relationships are what make the repetition bearable. The better your relationships get, the more the job opens up.

You're organized under volume. You'll be managing dozens of site relationships simultaneously. Dropping a follow-up means a patient might not get into a trial. You need a system, whether that's meticulous CRM hygiene, your own tracking spreadsheet, or something else, and the discipline to maintain it.

You have at least 2 years of professional experience. We're less concerned about where and more concerned that you've worked in a fast-paced, accountable environment before. Experience at a clinical research site or a background in health/science is a plus, it'll shorten your ramp, but it's not required.

You're resourceful. When something is inefficient, you'd rather figure out a fix than complain about it. That might mean building yourself a dashboard, learning a new tool, or making a clear case to our product team about what needs to change. We don't expect you to write code, but we do expect you to think like someone who hates waste.

What's Hard About This Job

We're being direct because we'd rather you opt out now than burn out in three months.

Some weeks are 80% phone and email follow-up with limited variety. Working with sites that don't want to engage is genuinely frustrating — you'll need persistence and thick skin. The role requires strong attention to detail during work that can feel monotonous. And as a startup with fewer than 20 people, you'll regularly be asked to help with things that aren't in this job description.

We're looking for someone who sees the line between their follow-up call and a patient getting access to a trial, and uses that connection to push through the hard days.

Compensation & Details

• Remote role, no relocation required
• Preference to be in the North East and willing to travel, while we are remote we often get together in either New York, Boston, or Durham NC for co-working sessions
• Primary working timezone is EST, but as a global business we often have meetings with our team in Sydney Australia

How to Apply

1. Online application with long form answers
2. 30-minute first round interview with the hiring manager + director of customer success
3. Paid take-home project (~2 hours, $50 gift card to say thanks for your time)
4. Final interview with CEO & Founder (in person in Boston, expenses covered)

HealthMatch is committed to building a diverse and inclusive team. If this role sounds like you, we'd encourage you to apply, even if you don't check every box.

PLEASE NOTE:

This role was recently advertised. If you applied for it previously and have not been contacted, please assume that we deemed you not as an ideal fit for this role.