Operations Coordinator - Clinical Trials (Bilingual EN/ES)

HealthMatch

7d•Remote

About The Position

HealthMatch connects patients with clinical trials, aiming to solve the problem of trial delays caused by difficulties in participant recruitment. The company utilizes technology to bridge this gap and has a database of over 2 million patients. This role serves as a crucial human interface between clinical trial sites, potential participants, and the HealthMatch platform. The Operations Coordinator will manage relationships with trial sites in Latin America and the US, follow up with patients, maintain CRM accuracy, and receive training to review medical records. The position is communication-intensive, involving significant phone and email usage, and requires a high degree of attention to detail. There is an expectation for the role to evolve beyond execution, encouraging proactive identification and resolution of inefficiencies within workflows and site engagement strategies.

Requirements

Fluent in both Spanish and English (non-negotiable).
Excellent communication skills, particularly on the phone, with the ability to build trust quickly.
Comfortable with repetitive follow-up and understanding the importance of strong relationships.
Organized and able to manage dozens of site relationships simultaneously.
At least 2 years of professional experience in a fast-paced, accountable environment.
Resourceful and proactive in identifying and fixing inefficiencies.
Ability to maintain a system for tracking and follow-up (e.g., CRM hygiene, spreadsheets).
Persistence and thick skin to handle frustrating situations with uncooperative sites.

Nice To Haves

Experience at a clinical research site.
Background in health/science.

Responsibilities

Manage relationships with dozens of trial sites across LatAm and US markets.
Follow up with patients considering a trial.
Keep the CRM accurate.
Review medical records alongside the Medical Director (training provided).
Make outbound calls and send emails to clinical trial sites to ensure patient referrals are followed up on.
Track referral statuses across the portal and CRM with real-time data entry.
Support patients directly as they move through the enrollment process.
Flag sites that are not engaging and collaborate on re-engagement strategies.
Assist in onboarding new sites to the HealthMatch platform.
Work with the Medical Director on medical record reviews.
Build or refine parts of the site engagement playbook based on conversational insights.
Assist with other company needs as they arise due to the small team size.