Customer Support Specialist (Part Time)

At PicnicHealth, we're building the future of non-interventional clinical research, powered by AI and centered on patients. Our mission is to make it radically easier, faster, and more affordable to perform clinical trials and get better treatments to patients. We're replacing the legacy, services-heavy model with a modern, AI-first approach that unlocks insights from rich, multi-modal data—from clinical notes and imaging to lab results—at scale.  By engaging patients directly through our personal health assistant, PicnicAI, which meets them where they’re at and delights them along the way (with an industry leading NPS of 76), patients participate actively in the research they care about.

PicnicHealth is already a trusted partner to 7 of the top 10 pharmaceutical companies. Our work spans 40+ disease areas and has supported over 60 peer-reviewed publications, including an FDA submission that incorporates PicnicHealth data.

Founded in 2014, we’ve raised $100M+ from top investors like Amplify Partners, Felicis Ventures, B Capital Group, and Y Combinator. Our business running non-interventional studies more than doubled last year, and we’re growing even faster in 2025. We’re a team of doctors, patients, data nerds, engineers, and builders, reimagining how clinical research works — and we’re just getting started!

The Opportunity

At PicnicHealth, we help patients own their own medical records and contribute to medical research anonymously and securely, which requires a lot of ongoing contact with our patients. We’re looking for customer-oriented go-getter team members who are comfortable being constantly on the phone to help with patient support. You’ll be responsible for helping patients by phone, responding to questions, reminding them of upcoming surveys, and requesting additional information. This is a great opportunity for someone interested in digital health, startups, and customer support to get a feel for how things work at a fast growing digital health company.  

What You'll Do:

• Represent PicnicHealth to patients with the highest levels of professionalism and care. 
• Reach out to patients by phone to remind them to take surveys, collect information, follow up on open questions, solicit feedback, or achieve any of a number of other goals.
• Provide patients with answers that are quick, accurate, error-free, and easy to understand. 
• Exercise good judgment and follow internal protocols for protecting patient privacy and confidentiality.
• Track throughput and backlog and communicate metrics to the operations team.
• Troubleshoot any issues that come up and develop workarounds until longer term solutions can be implemented.
• Work with the operations team on refining patient support operations and our product team on improving tools and systems. Sharing your insights on how the workflow can be improved is a critical part of your role! 

What you'll bring!

• You’re great on the phone. You easily connect with different types of people and maintain a level-headed approach even in challenging interactions.
• You’re highly organized, able to multi-task, set priorities, and follow up in a timely, efficient manner.
• You love working in a fast-paced, rapidly changing work environment, and pick up new protocols quickly
• You’re proficient with GSuite and VOIP phones
• You’re always thinking about how to make things work better and faster
• You have good judgment and can exercise discretion, especially in dealing with confidential information. 
• You’re a great team member - constructive, great at building relationships, and share our passion for making the world better for our patients.
• Preferred: 2 years + of working with medical records or in a patient-facing healthcare role

Hours 

This is a remote, W2 role. Needs are ~5-10 hours per week, with potential to work more depending on demand. We have both shorter-term and longer-term roles. We will work with you around your availability but you will need to be online during reasonable calling hours.

Perks

• Competitive pay at $20 / hour
• Highly flexible work hours that fit with your schedule
• Be part of a fast-growing start-up and learn how it operates
• Get mentorship and support, including monthly AMAs with our Head of Patient Operations

Why will PicnicHealth win in Clinical Research?

Trials are a major bottleneck in drug development, and the promising advancements in biotech cannot translate to real patient impact unless clinical research becomes faster and more efficient

The industry runs on outdated technology and manual processes. Research sites (hospitals, academic centers, doctors' offices) are overburdened and under-resourced. Contract research organizations (CROs), the organizations that traditionally run clinical trials for life sciences companies, typically throw hundreds-of-thousands of man-hours wrangling sites and cobbling together vendor software. 

PicnicHealth has built technology that uniquely positions us to run faster, cheaper, and more flexible studies while removing burden from sites:

• PicnicAI (trained on 350M+ clinician annotations over 100k+ patient records) is the only system that can effectively access and structure all participant EMR data trials need
• Our AI health assistant (NPS of 76 in 2024) guides participants through study activities and enables most to be done at home
• We're an integrated solution — virtual site, CRO, and software platform — with AI built in from the ground up, initially focusing on non-interventional research.