Patient Operations Manager
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Job Description
Patient Operations Manager at PicnicHealth overseeing patient engagement for non-interventional studies. Managing day-to-day operations to ensure high participant retention and completion rates.
Responsibilities:
- Execute flawlessly: Manage the day-to-day patient operations for all active studies - onboarding, reminders, chart reviews, and escalations.
- Be the voice of the patient: Serve as the escalation point for complex patient inquiries, providing empathetic support and amplifying the patient perspective across the organization.
- Direct operational resources: Coordinate with teams, contractors and vendors to ensure we hit our engagement goals.
- Drive data-based improvements: Track key metrics like retention, completeness, and responsiveness, to identify trends and optimize processes.
- Collaborate cross-functionally: Partner with Data Management, Product, and Recruitment teams to ensure a seamless experience for every patient.
- Scale what works: Document best practices and implement process improvements that help us grow our impact across studies
- Manage the long game: Own study-agnostic engagement programs that build lasting patient relationships beyond individual studies
Requirements:
- A blend of operational excellence and deep empathy with the ability to care deeply about people while maintaining rigorous operational discipline
- 5+ years working in B2C contact centers, with at least 1 - 2 years managing a team
- Experience in clinical research, patient advocacy, or patient recruitment and/or knowledge in healthcare and understanding the challenges that come with navigating rare disease
- Have worked in startups or tech-forward companies, and are comfortable learning new technologies and platforms
- Solves complex problems by finding creative solutions that work for patients and the business
- Collaborates naturally across teams and manages diverse resources toward shared goals
- Ability to communicate with clarity, explaining complex concepts in simple terms
- Understand the numbers and feel comfortable talking analytics
- Familiarity working with Product teams to develop in-house platforms
- Focus on and successful experimentation with integrating AI into your standard practices and workflows, and ideas for new applications here at PicnicHealth.
Benefits:
- Comprehensive benefits including above market Health, Dental, Vision
- Family friendly environment
- Flexible time off
- 401k plan
- Free PicnicHealth account
- Equipment and internet funds for home office set up
- Wellness Stipend
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