Lifecycle Operations Associate, Patient Engagement

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop, quality assure, and implement patient engagement initiatives through email, push notifications, SMS, and in-app messaging utilizing Braze and other related applications.

• Establish audience segmentation, initiate triggered journeys, and apply Liquid personalization with clinical precision.

• Monitor retention and engagement metrics using SQL and Mode, particularly during the initial treatment weeks.

• Detect points of patient drop-off.

• Evaluate program effectiveness, identify trends, formulate hypotheses, and suggest strategies for testing.

• Design and assess A/B tests, multivariate tests, and holdout groups related to appointment attendance, retention, and the experiences of patients and their families.

• Implement behavioral science concepts in message and journey development.

• Collaborate with Clinical, Care Operations, Product, Insights, and Marketing teams.

• Improve the comprehensive patient experience across various campaigns and interactions.

• Oversee an in-treatment content calendar and manage campaign logistics and creative requirements.

• Present findings along with actionable suggestions.

• Undertake additional responsibilities as needed.

⛳️ Requirements

• A minimum of 2 years of experience in CRM, engagement operations, analytics, digital health, or a similar field.

• Proficient SQL skills are necessary; familiarity with Mode or comparable BI tools is preferred.

• Practical experience with a CRM or messaging platform is essential; Braze is favored, or a proven ability to quickly learn a new platform.

• Experience managing multi-channel initiatives beyond email, including push notifications, SMS, and in-app messaging.

• Ideally, experience at a company with a consumer mobile app in the wellbeing sector.

• A sincere interest in behavioral science or behavioral design, with coursework, projects, or self-study considered valuable.

• Comfortable interpreting quantitative data and qualitative insights regarding the patient experience.

• Strong sense of ownership and exceptional attention to detail.

• Proactive utilization of AI tools while upholding taste, judgment, and accountability for outcomes.

• Legally authorized to work in the United States for any employer.

🏝️ Benefits

• Flexible PTO policy (3-5 weeks per year recommended) plus 11 paid company holidays.

• Generous parental leave.

• Competitive Medical, Dental, Vision, Life, and AD&D insurance.

• Equip covers a significant portion of benefits premiums for individuals and families.

• Spring Health, a fully employer-funded mental health benefit.

• 5 complimentary therapy sessions and 5 coaching sessions annually for you and each of your dependents.

• Employee Assistance Program (EAP), a company-funded resource for mental health, legal services, financial support, and more.

• HealthJoy, a 100% employer-paid healthcare concierge service.

• 401K plan option.

• Monthly stipend of $50 for home internet.

• Monthly stipend of $250 for co-working space.

• Initial work-from-home stipend of up to $500.

• $200 home office stipend reload at the 3-year mark and every subsequent two years.

• Company-provided laptop.

• Bonus available.