Clinical Product Operations Specialist

Clinical Product Operations Specialist

Hello Alpha | Full-time | Remote | Reports to the Chief Medical Officer

About Hello Alpha

Hello Alpha is a telemedicine company. Our team of engineers, clinicians and operators builds the web platform that patients, care teams and partner organizations use every day.

Alpha Values:

• We are mission-driven - We’re changing the paradigm of healthcare for patients who are historically underrepresented due to sex, race, gender, language, economic status, location, disability, and other diverse backgrounds. We empower our Primary Care Providers with a foundation in women’s health to administer patient-centered care throughout a woman’s lifespan.
• We put patients first - We prioritize what’s best for our patients, not what’s easier or more profitable. We do whatever it takes to provide excellent care and empower patients to take control of their health.
• One team, One Dream - We work together as a team to bring to life our vision of a more just healthcare system. We trust each other, communicate openly and honestly. We give credit where it is due, provide opportunities for employee growth and development, assume good intentions, and celebrate our wins as a team.
• Diversity is at our core - Alpha exists to bring a more accessible, equitable system to care for the whole woman regardless of age, income, and location. We are inclusive, welcoming, and value different perspectives.
• We are data-driven - Alphanauts love data and value facts over opinions. We use evidence-based science to highlight the clinical value of our mission.
• We are proactive and positive - Alphanauts learn by doing and address challenges without waiting or worrying about their scope. We are pragmatic and value progress over perfection. We are optimistic and believe in the power of positivity.

About the role

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, and 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.

What you'll do

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

What you'll bring

• 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.

Nice to have

• Content modeling experience in Contentful.
• Experience writing SOPs or training material in a clinical or regulated environment.
• Familiarity with Amazon Redshift and dbt.
• Background in telemedicine, pharmacy or health insurance.
• Light scripting in Python, or the ability to read automated test reports.
• Experience supporting partner or client integrations.

Tools you'll use

Contentful, Amazon QuickSight, Amazon Redshift, SQL, Jira and our staging environments.

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.

Compensation and benefits

$70,000-$130,000 plus equity, health benefits, unlimited PTO and other perks.