Patient Operations Manager

At PicnicHealth, we're building the future of non-interventional clinical research, powered by AI and centered on patients. Our mission is to make it radically easier, faster, and more affordable to perform clinical trials and get better treatments to patients. We're replacing the legacy, services-heavy model with a modern, AI-first approach that unlocks insights from rich, multi-modal data—from clinical notes and imaging to lab results—at scale.  By engaging patients directly through our personal health assistant, PicnicAI, which meets them where they’re at and delights them along the way (with an industry leading NPS of 76), patients participate actively in the research they care about.

PicnicHealth is already a trusted partner to 7 of the top 10 pharmaceutical companies. Our work spans 40+ disease areas and has supported over 60 peer-reviewed publications, including an FDA submission that incorporates PicnicHealth data.

Founded in 2014, we’ve raised $100M+ from top investors like Amplify Partners, Felicis Ventures, B Capital Group, and Y Combinator. Our business running non-interventional studies more than doubled last year, and we’re growing even faster in 2025. We’re a team of doctors, patients, data nerds, engineers, and builders, reimagining how clinical research works — and we’re just getting started!

The Opportunity

As the Patient Operations Manager, you will serve as the operational owner for day-to-day patient engagement activities, responsible for the planning and execution of processes that sustain high participant activity completion and retention rates for a large portfolio of non-interventional research studies. You will manage ongoing patient engagement activities for all studies and study-agnostic programs to foster long-term involvement.

Reporting to the Patient Engagement Lead, you will be responsible for ensuring patients feel supported and engaged throughout their research journey once studies are active. You will oversee a team of contractors who are responsible for executing ongoing engagement tactics, including communications, reminders, and chart reviews, with the aim of maximizing retention, medical record retrievals, and primary data participation. In coordination with the Patient Engagement Manager, you will implement strategies to improve primary data completion rates. You will also support engagement initiatives that are not tied to a specific study, such as patient support, VIP account oversight, and signup triage for non-study accounts. 

At PicnicHealth, AI is at the core of everything we do. We're looking for individuals who are not just comfortable with, but genuinely excited by and actively experimenting with, the power and potential of AI.

What you’ll do:

• 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

What You’ll Bring:

• 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-