Operations Associate Patient Experience

Mochi Healths 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.

$100000 - $120000
Full-time / Onsite (5 days/week)

About The Role

Were looking for an independently driven and detail-oriented individual to join our Patient Experience this role youll manage an outbound agent team focused on converting prospective patients who drop off during our eligibility process. Youll 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 Youll 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 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
• Bachelors Degree in STEM or related field
• Comfortable working full-time in-office in our downtown San Francisco office
• Exceptional written and verbal communication skillsknow 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 bestso weve 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 -Were 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 RechargeEnjoy unlimited PTO generous company holidays and true flexibility. We trust you to take the time you need to rest reset and thrive

Wellness FirstFrom 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 doesnt hurt either

Downtown SF HQ -Our San Francisco office is just steps from BART Muni and great food. Its designed for deep work and casual collaboration

--

The base salary for this full-time position ranges from $100000 to $120000 in addition to equity and benefits. The salary range listed in each job posting represents the minimum and maximum targets for new hire salaries across all locations. Actual compensation within this range is determined by various factors such as job-related skills experience relevant education or training and location.

#LI-Onsite #LI-AK1

Workplace Policy

Mochi Health is an in-person company based in San Francisco CA. Our team works together in person five days a week to foster collaboration innovation and strong connections. We believe that face-to-face interaction builds a culture of excellence and allows us to deliver the best outcomes for the patients and providers we serve.

For office-based roles the standard schedule is Monday through Friday 9:00 a.m. to 7:00 p.m. Actual hours may vary depending on business needs and role responsibilities. All employees receive meal and rest breaks in accordance with applicable state and local laws.

For designated remote roles this in-person policy does not apply.

Equal Opportunity

Mochi Health is an Equal Opportunity Employer. We make all employment decisions based solely on merit. We provide equal employment opportunities to all applicants and employees without discrimination on the basis of race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran disability status or any other applicable legally protected characteristic. We prohibit any form of discrimination or harassment. This policy applies to all terms and conditions of employment including hiring.

Candidate Privacy Notice

Please review Mochi Healths Candidate Privacy Notice here.

Accommodations

Mochi Health complies with the Americans with Disabilities Act (ADA) as amended by the ADA Amendments Act and all applicable state or local laws. We will reasonably accommodate qualified individuals with a disability during the application process and throughout employment as required by law.

If you need any assistance or accommodations due to a disability please contact us at .