Patient Operations Manager

PicnicHealth•San Francisco, CA

6h•Remote

About The Position

At PicnicHealth , we're building the future of non-interventional clinical research, 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 As the Patient Operations Manager, you will serve as the operational owner for day-to-day patient engagement activities, responsible for the planning and execution of processes that sustain high participant activity completion and retention rates for a large portfolio of non-interventional research studies. You will manage ongoing patient engagement activities for all studies and study-agnostic programs to foster long-term involvement. Reporting to the Patient Engagement Lead, you will be responsible for ensuring patients feel supported and engaged throughout their research journey once studies are active. You will oversee a team of contractors who are responsible for executing ongoing engagement tactics, including communications, reminders, and chart reviews, with the aim of maximizing retention, medical record retrievals, and primary data participation. In coordination with the Patient Engagement Manager, you will implement strategies to improve primary data completion rates. You will also support engagement initiatives that are not tied to a specific study, such as patient support, VIP account oversight, and signup triage for non-study accounts. At PicnicHealth, AI is at the core of everything we do. We're looking for individuals who are not just comfortable with, but genuinely excited by and actively experimenting with, the power and potential of AI.

Requirements

A blend of operational excellence and deep empathy with the ability to care deeply about people while maintaining rigorous operational discipline
5+ years working in B2C contact centers, with at least 1 - 2 years managing a team
Experience in clinical research, patient advocacy, or patient recruitment and/or knowledge in healthcare and understanding the challenges that come with navigating rare disease
Have worked in startups or tech-forward companies, and are comfortable learning new technologies and platforms
Solves complex problems by finding creative solutions that work for patients and the business
Collaborates naturally across teams and manages diverse resources toward shared goals
Ability to communicate with clarity, explaining complex concepts in simple terms
Understand the numbers and feel comfortable talking analytics
Familiarity working with Product teams to develop in-house platforms
Focus on and successful experimentation with integrating AI into your standard practices and workflows, and ideas for new applications here at PicnicHealth.

Responsibilities

Execute flawlessly: Manage the day-to-day patient operations for all active studies - onboarding, reminders, chart reviews, and escalations.
Be the voice of the patient: Serve as the escalation point for complex patient inquiries, providing empathetic support and amplifying the patient perspective across the organization.
Direct operational resources: Coordinate with teams, contractors and vendors to ensure we hit our engagement goals.
Drive data-based improvements: Track key metrics like retention, completeness, and responsiveness, to identify trends and optimize processes.
Collaborate cross-functionally: Partner with Data Management, Product, and Recruitment teams to ensure a seamless experience for every patient.
Scale what works: Document best practices and implement process improvements that help us grow our impact across studies
Manage the long game: Own study-agnostic engagement programs that build lasting patient relationships beyond individual studies

Benefits

We pay competitive salaries.
Everyone on the team is an owner: all full time employees get competitive equity.
We’re a remote first company, with teammates spread across the US.
We support in-person gatherings, including co-working spaces and multi-day onsites, to build connections and move forward strategic initiatives.
Expect to travel 2-4 times a year.
For our team members in the Bay Area, who prefer to work in person we can offer a hybrid set up to work from the SF office on a flexible schedule.
You also get:
Comprehensive benefits including above market Health, Dental, Vision
Family friendly environment
Flexible time off
401k plan
Free PicnicHealth account
Equipment and internet funds for home office set up
Wellness Stipend
PicnicHealth is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.