Operations Associate - Patient Experience

Mochi Health•San Francisco, CA

2d•$100,000 - $120,000•Onsite

About The Position

We're looking for an independently driven and detail-oriented individual to join our Patient Experience Team. In this role, you'll manage an outbound agent team focused on converting prospective patients who drop off during our eligibility process. You'll be responsible for the full and complete ownership of agent management, performance tracking, and continuous improvement. This role sits at the intersection of patient experience, operations, and data analytics, requiring both strategic thinking and hands-on execution.

Requirements

0-2 years of experience
Bachelor's Degree in STEM or related field
Comfortable working full-time, in-office in our downtown San Francisco office
Exceptional written and verbal communication skills—know how, when, and what to communicate with confidence and clarity, especially when developing scripts and training materials
Experience or strong interest in team management and process building, with the ability to take ownership of a program from inception through maturity
Analytical and detail-oriented, with comfort using SQL, Google Sheets, and data analysis tools to track performance and optimize operations

Responsibilities

Manage an outbound agent team dedicated to contacting prospective patients, converting them into active subscribers through personalized outreach
Own the patient conversion workflow, including queue management, calling schedules across multiple time zones, SMS deployment strategy, and compliance with telecommunications regulations
Optimize conversion operations by analyzing performance data using SQL and other tools to track agent KPIs, conversion rates, patient engagement patterns, and ROI on outreach efforts
Develop and refine SOPs, scripts, and training materials for the agent team, ensuring HIPAA-compliant communication that balances conversion goals with patient-centered messaging
Collaborate cross-functionally with Legal, Product, Data, and Clinical teams to ensure compliance, refine targeting strategies, and integrate patient feedback into product improvements
Manage technical infrastructure for the program, including HIPAA-compliant platforms, TalkDesk integration, Customer.io SMS automation, and Google Sheets-based queue management systems
Drive data-informed decision making by analyzing conversion funnels, testing prioritization strategies (time on site, channel attribution, page interactions), and continuously iterating on outreach timing and messaging
Monitor program metrics and ROI, tracking conversion rates against historical baselines, agent productivity, cost per conversion, and overall impact on subscription activation rates
Ensure regulatory compliance across all patient communications, working with Legal to navigate permissible use of patient data, PHI restrictions, and marketing regulations

Benefits

Daily Meals and Espresso Bar - Breakfast, lunch, and dinner every weekday. Our on-site barista keeps the espresso and matcha flowing all day
Pre-Tax Commuter Perks - Save on transit and parking through pre-tax commuter benefits
Top-of-Market Compensation - We offer competitive salaries along with generous equity packages so you can share in the success you help create
Profitable and Rapid Growth - We’re scaling fast, with financial discipline and long-term vision. No VC constraints, just sustainable momentum and smart decisions
High-Impact Work - Help shape the future of digital healthcare. Your work here directly improves lives and scales nationwide
World-Class Team - Collaborate with teammates from Tesla, SpaceX, Citadel, Harvard, IIT, and more. We value excellence, humility, and empathy in equal measure
Comprehensive Benefits - 401(k) with match, generous time off, life insurance, and high-quality medical, dental, and vision plans
Mochi Health Membership – We cover your monthly subscription fee so you can experience the same care as our patients (medications not included)
Time to Recharge – Enjoy unlimited PTO, generous company holidays, and true flexibility. We trust you to take the time you need to rest, reset, and thrive
Wellness First – From weekly mindfulness sessions to group workouts and fitness perks, your physical and mental health are top priority
Team Socials and Community - We make time to connect through regular socials, happy hours, and spontaneous events. Our stocked kitchen doesn’t hurt either
Downtown SF HQ - Our San Francisco office is just steps from BART, Muni, and great food. It’s designed for deep work and casual collaboration