Member Experience Manager (Credentialing)

About The Role:

• You will work on Mochi’s patient management platform to ensure quality continuity care by enabling smooth patient/provider communication, prescription delivery, and appointment scheduling for a seamless patient experience.

• You’ll work closely with our ambitious and goal-oriented engineering team to shape the foundations of our company. You will key in providing guidance on best practices by voicing concerns our patients experience including passing along feedback, marketing, and programs to improve the members overall experience.

• You are a foundational leader pushing the company forward while creating strategic initiatives with an aim to improve member experience and streamline operations.

What You’ll Do:

• Manage a team of 20+ and ensure all agents are meeting KPI’s
• Audit team communications on a weekly basis to ensure quality + accuracy
• Team leader creating a collaborative environment
• Work with engineering to improve performance and reliability
• Improve team workflows and organization
• Bonus: Worked on healthcare related software before or passion for improving healthcare system.

Requirements

• Direct management experience
• Proficiency in spreadsheets
• Ability to draw insights from data
• Comfortable communicating with patients via phone and messaging

Life At Mochi

• Comprehensive Health Coverage – Medical, dental, and vision insurance to keep you at your best
• Financial Security – 401(k) with company matching and fully covered life insurance
• Time to Recharge – Unlimited PTO, generous company holidays, and flexibility to take the time you need
• Wellness First – Group activities, mindfulness sessions, and fitness perks to support your well-being
• Connection & Community – Team lunches, office hangouts, and offsite meetups to build meaningful relationships
• High-Impact Work – Shape the future of digital healthcare at a pivotal moment in our growth
• Competitive Compensation – Top-tier salary and a generous equity package
• Fast-Paced & Exciting – Join a hypergrowth team that moves fast and builds with purpose
• World-Class Team – Work alongside top engineers, product leaders, and operators in a high-performance environment
• Prime Location – Enjoy a vibrant workspace in downtown San Francisco

The base salary for this full-time position ranges from $100,000-$110,000 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.