Patient Operations Manager

PicnicHealth • San Francisco, CA

5h • $80,000 - $100,000 • Remote

About The Position

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.
• We expect all team members to be amazing in their roles and, ultimately, to move the PicnicHealth mission forward.

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.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees