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Operations Associate - Patient Experience

San Francisco, CA

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

🚀 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

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The base salary for this full-time position ranges from $100,000 to $120,000, 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.

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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 hr@joinmochi.com.

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