[Hiring] Clinical Product Operations Specialist @Hello Alpha

Role Description

We are hiring a Clinical Product Operations Specialist to be the connective tissue between product, engineering, our care team and our partners. You will own three things end to end:

• The content that powers our patient-facing experience in Contentful
• The data requests that keep the business informed in Amazon QuickSight
• The bug triage process that keeps our platform reliable

You will also write the standard operating procedures (SOPs) that make our work repeatable, act as the product expert for our clinical team, and help shape how we plan, ship and communicate releases.

Qualifications

• 2-4 years in product operations, business operations, analytics or a similar role, ideally in health tech or healthcare
• Strong SQL and hands-on experience with a BI tool such as QuickSight, Tableau or Looker
• Experience managing content in a headless CMS, ideally Contentful
• Experience managing EMR workflows, ideally Athena
• Experience triaging and documenting bugs in Jira
• Clear, concise writing: tickets, SOPs and updates that others can act on without a meeting
• Ability to explain a technical product to non-technical clinical colleagues, and to turn their needs into clear requests for engineers
• A careful, organized approach, and comfort working with sensitive health data under HIPAA

Requirements

• Manage content in Contentful
• Create, review and publish content entries, and keep a calendar of scheduled changes
• Run a QA pass in our staging environment before anything patient-facing goes live
• Keep content structure, naming and permissions consistent, and archive what is outdated
• Write clear requests to engineering when a content type needs to change, and verify the result
• Own data requests and reporting in QuickSight
• Run a single intake process for data requests so every ask has an owner, a purpose and a deadline
• Build and maintain QuickSight dashboards, and turn recurring requests into self-serve reports
• Write SQL for ad hoc analysis and define key metrics so numbers match across reports
• Check reports against underlying data before they go to partners, finance or leadership
• Handle patient data responsibly by pulling only what each request needs
• Run bug tracking and triage
• Collect bug reports from our care team, support and partners, and link duplicates
• Reproduce issues in staging and write up clear recaps with steps, expected and actual behavior, and screenshots
• Lead a weekly bug review, verify fixes before closing, and update the person who reported each issue
• Be the product expert for our clinical team
• Know the patient dashboard and the care-team dashboard well enough to answer "how does this work?" from clinicians and clinical operations
• Be the first point of contact for clinician questions and workflow issues; resolve what you can and escalate the rest
• Be the owner of EMR (e.g., Athena) and resolve integration issues with EMR tech support
• Translate clinical workflow needs into clear, well-scoped requests for product and engineering
• Walk clinicians through new features and changes, and bring their feedback back to the product team
• Keep clinician-facing guides and training material accurate as the product changes
• Keep product operations running
• Coordinate releases: draft release clinical SOPs, write and maintain SOPs for recurring work across product, clinical and operations teams, such as content QA, data requests, bug triage and release checks
• Support partner onboarding with checklists, test accounts and user acceptance testing
• Send a regular update on content, data and bug queues, and keep the Jira backlog organized for clinical/operations requests

Benefits

• $70,000-$130,000 plus equity
• Health benefits
• Unlimited PTO
• Other perks

Your first 90 days

• Complete security and HIPAA training, and learn our content, data and bug workflows, and shadow the clinical team to learn how they use the product
• Take over bug triage with a written severity rubric, and draft your first SOPs
• Launch a single data-request intake, and replace our most common repeat requests with dashboards