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Mochi Health · 1 day ago

Operations Associate - Patient Experience

San Francisco, CA

Full-time

Onsite

New Grad, Entry Level

$100K/yr - $120K/yr

0+ years exp

Mochi Health is on a mission to revolutionize healthcare by creating a platform that enhances patient experiences. They are seeking an Operations Associate focused on patient experience to manage an outbound agent team, optimize conversion operations, and ensure compliance with regulations.

Health Care

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

Qualification

SQLData analysisTeam managementGoogle SheetsProcess buildingCommunication skillsDetail-oriented

Required

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

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