Operations Associate Patient Retention

Healthcare is broken at the first step: patients cant find the right care understand what it costs or access the medications they need. Mochi Health is fixing this.

Were building an AI-driven marketplace that makes healthcare discoverableconnecting patients to the right providers transparent pharmacy pricing and affordable medications. Over the past few years weve grown rapidly by combining clinical expertise with technology that actually works for real people not just hospital systems.

Our platform does what legacy healthcare cant: it gives patients transparent pricing before they pay personalized medication management that follows them across providers and long-term access to their own medical records. Were proving that healthcare can be more affordable more human and far more intuitive than what exists today.

Join a team thats rebuilding healthcare from the patient up. At Mochi Health youll work alongside people who value bold thinking inclusive collaboration and getting meaningful work into the world. If you want to do the most impactful work of your career this is where to do it.

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

About The Role

Were looking for an independently driven and detail-oriented individual to join our Operations this role youll manage an outbound agent team focused on retaining active patients who are at risk of churning and re-engaging patients who have recently cancelled. 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 at-risk and recently churned patients retaining and re-engaging them through empathetic personalized outreach
• Own the patient retention workflow including queue management calling schedules across multiple time zones SMS deployment strategy and compliance with telecommunications regulations
• Drive data-informed retention operations by analyzing churn funnels agent performance and engagement patterns using SQL and other tools tracking KPIs including save rates retention trends and outreach ROI and continuously iterating on prioritization strategies (tenure cancellation reason engagement signals channel attribution) outreach timing and messaging
• Develop and refine SOPs scripts and training materials for the agent team ensuring HIPAA-compliant communication that balances retention goals with patient-centered empathetic messaging
• Collaborate cross-functionally with Legal Product Data and Clinical teams to ensure compliance refine targeting strategies and integrate patient feedback and churn signals into product improvements
• Monitor program metrics and ROI tracking retention and save rates against historical baselines agent productivity cost per save and overall impact on subscription retention and LTV

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 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

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.

ALL MEALS CATERED five days a week breakfast lunch and dinner professionally catered. On-site Barista with unlimited espresso and matcha

Transports on us Transportation benefits to make commuting painless

Profitable & Explosive Growth Our growth is like trying to drink from a firehose while riding a rocket as we commit to decisions that ensure long-term success stability and the well-being of our team and customersall without the constraints of VC funding.

High-Impact Work Be part of shaping the future of digital healthcare during an exciting period of growth and innovation.

World-Class Team Join a team of ex-Tesla Citadel SpaceX Harvard Princeton Yale Dartmouth IIT across engineering product clinical operations and beyondeach bringing excellence and empathy to the table.

All the standard bits 401(k) match unlimited PTO fully covered life insurance super primo medical dental and vision for our injury prone team.

Competitive Compensation We offer a top-of-market salary and a generous equity packagebecause you deserve to share in the upside you help create.

Prime Location Our vibrant downtown San Francisco HQ is just steps from public transit great coffee shops and everything the city has to offer.

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

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.

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 .