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Patient Experience Analyst

San Francisco, Full time

Memora Health has developed the most comprehensive operating system for care delivery and is revolutionizing the patient experience outside the care setting. We offer an end-to-end platform that unifies fragmented health care data to enable providers and payers automate patient communication. We uniquely use artificial intelligence to digitize existing patient communication workflows, helping organizations unify all their messaging into a single platform and improve outcomes by capturing patient-reported data. Memora supports a full suite of virtual care systems from automated patient intake and scheduling to telemedicine visits to accelerated billing and documentation, streamlining care delivery. Memora has raised over $10M from some of the largest healthcare venture funds and angels in Silicon Valley.

Memora has established a significant presence in the health system market and is beginning to rapidly scale. To do so, we are growing our team and are excited to bring on an individual who is responsible for designing our patient experience, with expertise in healthcare. This role is an opportunity to start on the ground floor of one of the fastest-growing healthcare companies and to help shape its long-term commercial strategy and success. In the process, you will have the opportunity to impact how the nation’s most innovative health systems and payers deliver care.

In this role, you will be responsible for developing and managing an engaging patient experience based on customer input. You will have ownership over the content patients using the Memora platform receive, along with its development and maintenance. You will have an opportunity to study consumer engagement practices across various industries and determine constructive strategies for bringing these into healthcare. You will have a chance to work closely with physicians and administrators at the top health systems and payors in the United States to both develop relationships and co-design new models of delivering care. This role requires a detailed understanding of clinical workflows, an understanding of how to design compelling consumer engagement experiences, and a detailed understanding of medical terminology. For this role, you should not only be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare.  We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems. This role will report to our VP of Operations.

Primary Responsibilities:

  • Compile medical information into custom format and use these inputs to train an NLP engine
  • Have direct client engagement to get feedback and iterate on patient-facing content
  • Recruit patients to test content and design a validation process using Amazon Mechanical Turk prior to launch
  • Review patient interactions to identify areas of improvement
  • Develop a methodology for templatizing patient questions and responses to help implement a scalable process for developing a medically-trained NLP engine
  • Routinely test Memora Health's patient workflows for quality assurance
  • Review usage metrics and continually update patient-facing content based on user issues or feedback
  • Analyze metrics on patient engagement and support publication of innovative patient engagement practices

We are a small, nimble company which provides you the opportunity to pursue diverse and impactful work. Additional projects could include data analysis, product roadmap, user experience design, hosting physician roundtables, and patient and clinician interviews.

Qualifications (Required):

  • At least 1 year of experience working in healthcare as a medical scribe, volunteer, student, or researcher
  • Basic healthcare and medical terminology knowledge
  • Prior experience working closely with physicians in a care delivery setting
  • Proficiency in using Microsoft Excel to analyze patient feedback/inputs and conduct data analysis
  • Excellent communicator - you should be able to seamlessly interface between clinical and non-clinical teams
  • Driven to work in a fast-paced growing company 
  • Obsession with healthcare - you should be interested in staying in healthcare for the long-term
  • Bachelor’s Degree

Qualifications (Bonus):

  • Interest in practicing medicine
  • Experience presenting to hospital leaders or working at a health system
  • Preliminary understanding of the software development lifecycle

What You Get:

  • Join one of the fastest-growing, venture-backed health tech companies
  • Work alongside a world-class team to help build and scale Memora
  • A dedicated external advisor who is a well-renowned clinician and thought leader
  • Shape how leading health systems and payors in the US think about their patient outreach and engagement strategies
  • Improve the way care is delivered for thousands of patients
  • Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and payers
  • Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, personal Macbook, and a 401(k) plan