Operations Associate - Patient Retention

Mochi Health • San Francisco, CA

1d • $100,000 - $120,000 • Onsite

About The Position

We're looking for an independently driven and detail-oriented individual to join our Operations Team. In this role, you'll manage an outbound agent team focused on retaining active patients who are at risk of churning and re-engaging patients who have recently cancelled. 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 at-risk and recently churned patients, retaining and re-engaging them through empathetic, personalized outreach
• Own the patient retention workflow, including queue management, calling schedules across multiple time zones, SMS deployment strategy, and compliance with telecommunications regulations
• Drive data-informed retention operations by analyzing churn funnels, agent performance, and engagement patterns using SQL and other tools — tracking KPIs including save rates, retention trends, and outreach ROI — and continuously iterating on prioritization strategies (tenure, cancellation reason, engagement signals, channel attribution), outreach timing, and messaging
• Develop and refine SOPs, scripts, and training materials for the agent team, ensuring HIPAA-compliant communication that balances retention goals with patient-centered, empathetic messaging
• Collaborate cross-functionally with Legal, Product, Data, and Clinical teams to ensure compliance, refine targeting strategies, and integrate patient feedback and churn signals into product improvements
• Monitor program metrics and ROI, tracking retention and save rates against historical baselines, agent productivity, cost per save, and overall impact on subscription retention and LTV

Benefits

• ALL MEALS CATERED – five days a week, breakfast, lunch and dinner professionally catered. On-site Barista with unlimited espresso and matcha
• Transport’s on us – Transportation benefits to make commuting painless
• Profitable & Explosive Growth – Our growth is like trying to drink from a firehose while riding a rocket, as we commit to decisions that ensure long-term success, stability, and the well-being of our team and customers—all without the constraints of VC funding.
• High-Impact Work – Be part of shaping the future of digital healthcare during an exciting period of growth and innovation.
• World-Class Team – Join a team of ex-Tesla, Citadel, SpaceX, Harvard, Princeton, Yale, Dartmouth, IIT across engineering, product, clinical, operations, and beyond—each bringing excellence and empathy to the table.
• 401(k) match, unlimited PTO, fully covered life insurance, super primo medical dental and vision for our injury prone team.
• Competitive Compensation – We offer a top-of-market salary and a generous equity package—because you deserve to share in the upside you help create.
• Prime Location – Our vibrant downtown San Francisco HQ is just steps from public transit, great coffee shops, and everything the city has to offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level