Clinical Success Coordinator - Scheduling - Temporary

About Hawthorne Health Home Network   Hawthorne Health makes clinical trials accessible and convenient for everyone.    Hawthorne Health’s solution marries technology and design with a distributed workforce to deliver clinical trials to patients anytime anywhere. Our magic is the unique combination of a software platform and our Network of HEROs – Hawthorne’s Health Research Outcome specialists. Hawthorne Heroes are multi-specialty professionals such as MDs, RNs, NPs,sonographers, phlebotomists, and more, who are carefully vetted, credentialed, certified, and onboarded to conduct our in-home follow-up visits.   Hawthorne Health’s digital platform is encoded with information linking every element needed to capture and deliver data to be accessed by all stakeholders. If we call the platform our brain, our heart is our Network of Heroes. Hawthorne Health is a contemporary and technology-savvy solution that values human connection. For Heroes, it is an opportunity to enhance their career portfolios through a highly specialized gig economy platform. For sponsors and investigators, it reduces friction and costs while increasing capacity and reach to patients. For patients, it is about bringing medicine home. 

About the Role

Clinical Success Coordinator — Temporary, Up to 40 hours/week (W-2)

Three Openings | Remote | Approximately 4–5 Months

We’re seeking three Clinical Success Coordinators for temporary, full-time assignments. Candidates across U.S. time zones are welcome to apply. 

The Clinical Success Coordinator helps deliver an exceptional experience for study participants and our home-visit clinicians, known as Heroes. This entry-level role coordinates scheduling and communication across team members to help ensure a smooth, supportive home-visit experience from beginning to end.

The ideal candidate is organized, detail-oriented, and empathetic, with strong communication, critical thinking, and time management skills. They can manage competing priorities, meet time-sensitive deadlines, and adapt to changing needs while proactively resolving scheduling challenges.

Through thoughtful coordination and follow-through, this individual helps patients and Heroes feel informed, connected, and supported throughout the home-visit journey.

Responsibilities

 Visit Scheduling

• Support more senior CSSs on complex or high-volume clinical research studies, assisting them with ensuring visits are scheduled and re-scheduled within the visit window.
• Manage low-volume or low-to-moderate complex clinical research studies, ensuring visits are scheduled and re-scheduled within the visit window.
• Monitor scheduled visits on assigned studies daily to ensure successful execution by checking for successful shipping of equipment, unconfirmed visits by Heroes, spot check for potential misses on training, and license confirmation.
• Track the details of rescheduled visits (logistics, Hero training compliance, Hero License status, etc.) to ensure the rescheduling did not lead to non-compliance.
• Proactively review upcoming, not-yet-scheduled visits to check for gaps in available Heroes and escalate the Stakeholder Engagement team where gaps are identified.
• Follow all established SOPs and Work Instructions related to Visit Scheduling and Participant Outreach.
• Interact with patients and Heroes during visit scheduling, supporting them through visit completion to ensure visits are seamless from beginning to end.
• Support the coordination of logistics, supplies, and Third Party Vendors required for successful visits.
• Consistently meet visit scheduling goals and other KPIs.
Department Function Development
• Identify and communicate roadblocks and issues, including platform inefficiencies that prevent providing excellent visit experiences to all stakeholders involved.
Cross-functional Activities
• Collaborate with the Project Managers, CLs, and Logistic teams to execute the primary task of in-window visit completion.

Qualifications

Required Experience

• 1-2 years of work experience in Patient and/or Customer Service
• Call Center/Event Coordinator or similar role experience

Preferred Experience

• College Degree (Bachelor Degree) 
• GCP Certified
• Clinical Research or Healthcare working knowledge

Required Skills

• Good communicator
• Technologically proficient
• Adaptable
• Organized
• Creative Thinker
• Problem solver
• Time management
• Detail and deadline oriented

Preferred Skills

• Elementary proficiency in another language

Hawthorne Health is a leader in decentralized clinical trials, an emerging clinical research category - a market ripe for disruption. Join us as we lead the future of clinical trials and bend the arc of healthcare to make it accessible and convenient for everyone.