Operations Associate - Patient Retention

Healthcare is broken at the first step: patients can't find the right care, understand what it costs, or access the medications they need. Mochi Health is fixing this. We're building an AI-driven marketplace that makes healthcare discoverable—connecting patients to the right providers, transparent pharmacy pricing, and affordable medications. Over the past few years, we've grown rapidly by combining clinical expertise with technology that actually works for real people, not just hospital systems. Our platform does what legacy healthcare can't: 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. We're proving that healthcare can be more affordable, more human, and far more intuitive than what exists today. Join a team that's rebuilding healthcare from the patient up. At Mochi Health, you'll 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. $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 Operations Team. In this role, you'll manage an outbound agent team focused on retaining active patients who are at risk of churning and re-engaging patients who have recently cancelled. 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 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 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 💫 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. 🥗 ALL MEALS CATERED – five days a week, breakfast, lunch and dinner pr ... (truncated, view full listing at source)