Senior Director, Product Management & Patient Experience

Job description

Accountabilities: Own the end-to-end architecture and continuous optimization of customer and patient journeys across B2B referral and B2C direct-access channels. Design systems that automatically capture, track, validate, and manage inbound referrals across hospital, urgent care, provider, telehealth, and digital acquisition sources. Establish outreach and referral protocols that support lead validation, provider matching, appointment scheduling, intake completion, and conversion into ongoing care. Map and redesign patient and partner journeys across hospital discharge referrals, urgent care handoffs, health system partnerships, telehealth onboarding, D2C acquisition, and provider-to-provider referrals. Define experience standards that ensure consistent, seamless interactions regardless of how patients, families, providers, or partners enter the care ecosystem. Own the business design and strategic use of the CRM ecosystem, including pipeline architecture, workflows, automation, reporting, and stakeholder adoption. Partner with Technology, Marketing, Clinical Operations, and Business Development to translate experience strategies into scalable products, workflows, and platform capabilities. Design and optimize referral management frameworks for hospital and health system partners, including intake, acknowledgment, tracking, communication, reporting, and closed-loop feedback. Develop onboarding playbooks for hospital partners, including referral coordinator training, workflow configuration, launch readiness, and go-live performance measurement. Establish B2C engagement strategies covering digital acquisition, website journeys, lead nurturing, appointment reminders, portal activation, telehealth preparation, no-show recovery, and ongoing patient communication. Define business requirements for EHR workflows supporting patient intake, referral tracking, scheduling, communication, and continuity across care settings. Lead integration strategies connecting CRM and EHR platforms with telehealth solutions, insurance eligibility tools, referral portals, and other adjacent technologies. Evaluate emerging technology opportunities, including AI-powered scheduling, patient engagement platforms, and referral management solutions, using clear ROI and implementation frameworks. Develop and maintain data integration and measurement frameworks that provide leadership with a unified view of patient volume, channel performance, referral conversion, and experience quality. Define KPIs and translate funnel, operational, and patient experience data into actionable strategic insights for executive stakeholders. Establish governance models for strategic healthcare partnerships, including performance reviews, escalation protocols, relationship milestones, and data-sharing practices. Drive continuous improvement across products, workflows, integrations, and customer experiences while balancing strategic vision with hands-on execution. Requirements 10–15 years of progressive experience in product design, product management, digital health innovation, or a related discipline. At least 4–5 years of experience at the Director or Senior Director level within healthcare, behavioral health, digital health, or a comparable environment. Demonstrated success designing end-to-end patient or customer journeys across multiple healthcare channels, including both B2B referral and B2C direct-access models. Hands-on expertise with HubSpot CRM, including pipeline architecture, marketing automation, workflows, reporting dashboards, and multi-channel integration. Working knowledge of eClinicalWorks or an equivalent EHR platform, with the ability to define business and workflow requirements, collaborate with IT on configuration, and troubleshoot integration challenges. Proven experience designing and scaling referral management systems, particularly hospital or health system partnership programs and direct-to-consumer acquisition funnels. Experience integrating urgent care, telehealth, outpatient, or other healthcare delivery settings into a cohesive patient experience and care continuum. Strong analytical capabilities, including KPI development, measurement frameworks, funnel analysis, and experience working with BI platforms such as Tableau or Looker. Ability to translate complex operational and customer data into clear strategic narratives and recommendations for executive audiences. Demonstrated success working in matrixed, cross-functional organizations and influencing Technology, Marketing, Clinical, and Business Development teams without direct authority. Master's degree in Business, Healthcare Administration, Marketing, Health Informatics, Computer Science, or a related discipline. Strong strategic thinking combined with exceptional execution and operational discipline. Excellent communication, stakeholder management, influencing, and relationship-building skills. Preferred experience in pediatric health, behavioral health, mental health, or organizations operating multi-channel referral and telehealth models. Experience in a high-growth digital health organization with senior-level product, design, growth, or patient experience responsibilities is highly desirable. Familiarity with healthcare marketing compliance, including HIPAA, telehealth advertising requirements, and healthcare referral governance under applicable Stark Law and anti-kickback frameworks. Experience with CRM-to-EHR integration architecture, particularly HubSpot with eClinicalWorks, Epic, Athena, or comparable platforms. Background in patient experience, UX research, service design, or consumer healthcare experience design is a plus. Understanding of SEO/SEM, paid digital acquisition, content marketing, social media, and reputation management for consumer-facing healthcare services is desirable. Benefits Target base salary range of $200,000–$250,000, with actual compensation determined based on experience, qualifications, location, and other relevant factors. Fully remote work environment. Senior leadership opportunity with significant influence over product strategy, patient experience, referral growth, and digital transformation. Opportunity to shape innovative healthcare experiences across pediatric, mental health, urgent care, telehealth, and outpatient services. Cross-functional collaboration with Technology, Marketing, Clinical Operations, and Business Development leadership. Opportunity to work on CRM, EHR, telehealth, automation, analytics, and emerging AI-enabled healthcare technologies. Potential to directly influence patient access, referral conversion, engagement, operational efficiency, and continuity of care. Comprehensive benefits may include medical, dental, vision, life, disability, retirement, paid time off, and other employee programs, subject to applicable plan terms and eligibility. Inclusive equal-opportunity workplace committed to supporting diverse perspectives and professional growth. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director, Product Management & Patient Experience based in the United States. This is a high-impact, fully remote leadership role focused on transforming how patients, families, providers, and healthcare partners experience care.You will architect end-to-end customer journeys across hospital referrals, urgent care, telehealth, provider networks, and direct-to-consumer channels.The role combines product strategy, patient experience, digital health, referral management, technology integration, and commercial growth.You will partner closely with Technology, Marketing, Clinical Operations, and Business Development to turn strategic designs into scalable operating models.A major focus will be creating seamless connections between CRM, EHR, telehealth, digital engagement, and referral platforms while eliminating friction and manual handoffs.You will use data, automation, and modern technology to improve conversion, patient engagement, operational efficiency, and continuity of care.This is an opportunity for an experienced healthcare product leader to shape a multi-channel care ecosystem while influencing enterprise-level strategy and execution.