Operations Associate - Patient Experience

Mochi Health’s mission is to be the discovery layer of healthcare. We are building a platform that makes it easier for patients to find the right providers, access the right medications, and take control of their health with transparency and trust.

Over the past few years, we have experienced rapid growth by combining operational excellence, clinical expertise, and innovative technology to deliver care that is more human, intuitive, and effective. From pharmacy pricing transparency and personalized medication management, to long-term medical record access and community-based chronic illness support, Mochi is creating a new model of care that empowers patients, providers, and pharmacies alike.

We believe the future of healthcare is personal, and we are building the technology to power it. At Mochi Health, you will join a team that values inclusivity, collaboration, and bold thinking, and you will have the opportunity to do the most meaningful work of your career.

$100,000 - $120,000
Full-time / Onsite (5 days/week)

About The Role

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.

What You’ll Do

• 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

Who You Are

• 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

Life at Mochi 

At Mochi, we believe your best work happens when you feel your best—so we’ve designed an environment that fuels your creativity, supports your growth, and makes every day exciting.

🥗 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

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