Senior Director, Product Management & Patient Experience

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.