Hello Patient

• Develop production-quality integrations connecting Mia to EHR systems, practice management software, and data warehouses • Build robust data pipelines using APIs, middleware, and various data exchange methods • Create reusable integration modules to accelerate future implementations • Handle technical configuration for new customers and resolve conflicts during deployment • Lead technical discovery sessions with customer engineering and IT teams • Serve as the primary technical contact for integration questions and incident resolution • Translate clinical and business workflows into clear technical specs • Provide Tier 2/3 support for production environments • Create and maintain technical documentation, integration playbooks, and training materials • Identify opportunities to improve and automate integration processes over time

• Shape how our AI agents communicate with patients • Iterate on and improve existing agent behaviors • Analyze real interaction data to identify drop-off points • Optimize conversations for containment rate • Write and test structured prompts that shape agent behavior

• Design and maintain evaluation rules: Define clear, testable pass/fail criteria for Mia’s conversational behavior by translating customer workflows and success metrics into evaluation standards. • Build and manage test suites: Create structured test suites to proactively surface failure modes before launch. • Review simulations and make launch decisions: Review 100+ simulated conversations prior to each bot launch. • Run regression testing: Re-test after model, prompt, workflow, or product updates to detect regressions introduced by changes. • Monitor and correct rule drift: Review dashboards weekly to spot drift or unexpected rule behavior. • Support quality reporting: Collaborate with the Business Analyst to define metrics and requirements for pre-launch quality reports.

• Design, build, and scale end‑to‑end systems for Mia, AI assistant for healthcare practices. • Deliver user‑facing functionality in NextJS/TypeScript while crafting robust, testable APIs in Python/FastAPI. • Design and optimize backend systems that support high-volume, low-latency voice, SMS, and chat traffic. • Build secure integrations with EHR/PM systems via FHIR, HL7, and custom APIs. • Own your code in production: write infrastructure‑as‑code in Terraform and Helm, automate tests, and monitor metrics. • Write unit, integration, and end‑to‑end tests; conduct code reviews to uphold standards. • Work closely with internal teams to iterate quickly and prioritize user impact.

• Own customer deployments end-to-end • Lead delivery of net-new AI agent deployments as the single accountable owner—from customer requirements through production go-live • Treat every deployment as a product launch: define scope, manage tradeoffs, hit timelines, ensure quality • Own the customer-facing roadmap for each deployment—what are we shipping, in what order, and why • Gather requirements directly from customers and translate them into agent behavior yourself using our internal platform • Do hands-on prompt engineering using AI tools to build the components that make agents work • Ship production-ready agents that handle real healthcare complexity • Continuously improve agent performance using structured evals, live call review, and direct customer feedback • Lead deployments for new workflows, integrations, and verticals where no playbook exists • Identify unknowns early, derisk them, and make tradeoff decisions that keep launches on track • Own requirements and prioritization with the engineering team when net-new platform capabilities are needed • Coordinate with conversational designers and customer engineers on integration scoping and stakeholder communication • Identify patterns across launches and codify them into playbooks • Know when a workflow or integration is ready to transition from zero-to-one ownership to steady-state implementation

• Design and run structured experiments to evaluate new AI approaches in a development/prototype environment • Produce clear findings with evidence that supports which approach is better • Stay current on the latest AI research and bring relevant ideas to the team for exploration • Act as the team's expert prompter, reviewing and improving prompts written by the agent platform team • Step in on the hardest prompting challenges when iterations aren't landing • Help the team become more productive by unblocking complex prompting problems quickly • Translate experimental findings into clear reports that the product engineering team can act on • Identify opportunities to improve how our AI works at a foundational level • Collaborate closely with engineering leads to align on what experiments to prioritize

About The Role Hello Patient is hiring a Strategic Account Manager to own the health, retention, and growth of our customer accounts from signature through post-go-live. You will be the primary relationship holder for your accounts, responsible for ensuring customers consistently realize value from Mia, identifying risks early, and helping customers expand how they use HelloPatient over time. This is a proactive, ownership-driven role. You’ll maintain a clear, up-to-date understanding of how each account is performing, monitor key signals to catch issues before they escalate, and partner closely with internal teams to drive resolution. Customers should view you as a trusted partner, essentially an extension of their team who understands their business, not just a point of contact for a software vendor. While you’ll stay involved during the initial implementation to establish the relationship and ensure smooth handoffs and communication, your core responsibility ramps up after go-live to own the customer experience, manage communication and expectations, and be accountable for long-term customer success. What You'll Do Own Account Health - Maintain real-time visibility into account performance—monitoring KPIs, investigating anomalies, and partnering with QA to identify and resolve issues before they escalate Ensure risks are communicated proactively to customers and internal teams Manage Customer Relationships - Serve as the primary point of contact for your accounts - Establish consistent communication rhythms, manage expectations through changes and escalations, and advocate internally for customer needs - Lead customer-facing communications during implementation to build relationships early, and ensure smooth handoffs to ongoing success with clear ownership and context Drive Performance & Growth - Understand each customer's goals and success criteria - Partner with our Business Analyst to define the right metrics, interpret performance data, and translate findings into clear narratives - Identify expansion opportunities based on performance and evolving customer needs - Partner with Sales and Solution Engineers to scope and support new use cases What We're Looking For Must have - 3+ years in account management, customer success or similar client-facing role - World-class communication skills, both written and verbal. Being able to read between the lines and both hype up and de-escalate challenging customer situations. - Strong attention to detail, ensuring nothing falls through the cracks when communicating customer updates to internal teams. - Proactive and self-directed—you have a strong bias towards action and take initiative without waiting to be asked. You are willing to work proactively. - Ability to think critically and independently – you can think through implications and work through problems where there is ambiguity without hand-holding. - Thrive in a fast-paced, demanding environment that reflects a commitment to being a team player and doing what it takes to keep up in a rapidly growing startup. Preferred - Experience in healthcare, health tech, or working with medical practices. - Proficiency using AI/automation tools daily to help drive productivity and workflow. - Background in operations, revenue cycle, or practice management - Comfortable working with data—can interpret metrics, spot trends, and use SQL or AI tools for basic data manipulation. Compensation Base salary: $120K–$160K Equity: Meaningful ownership in a fast-growing healthtech startup About Hello Patient Hello Patient is transforming healthcare communication through advanced conversational AI. Our founding team spent 3.5 years scaling Carbon Health's technology during hypergrowth, where we saw firsthand how much clinical time gets wasted on basic communication—great clinicians buried in admin work, patients stuck in phone tag. Our AI platform proactively engages patients through perfectly timed calls and texts, resolving complex interactions end-to-end—from scheduling to billing to retention. Built with security and compliance at its core, our technology integrates with existing healthcare infrastructure to deliver 24/7 patient engagement. Backed by Scale and 8VC, we're building the future of healthcare communication, one conversation at a time.

• Own the full sales cycle from prospecting through close. • Lead structured discovery, tailored demos, pricing discussions, and negotiations. • Navigate multi-stakeholder buying groups across operations, finance, and executive leadership. • Build and execute outbound strategies to break into target healthcare organizations nationwide. • Develop account penetration plans for multi-location groups. • Generate pipeline through a combination of outbound, referrals, and strategic prospecting. • Move deals from pilot entry points to large-scale enterprise expansions. • Identify expansion opportunities within existing accounts. • Build trusted relationships that unlock long-term growth. • Manage pipeline and forecasting in HubSpot with discipline and accuracy. • Consistently exceed revenue goals in a commission-driven environment. • Partner closely with Sales Leadership, Product, and Implementation. • Share customer feedback and competitive insights to influence positioning and roadmap. • Contribute to building repeatable sales processes as we scale. • Operate with autonomy and adaptability in an evolving startup environment.