[Remote] Senior Director, Product Management & Patient Experience

Note: The job is a remote job and is open to candidates in USA. reputed company is building the region's most accessible and reputed company urgent care and mental health platform. The Sr. Director of Product Management and Patient Experience is responsible for designing and executing the end-to-end customer journey, partnering across various departments to create seamless solutions that enhance patient experiences.

Responsibilities

• Design a system to automatically track every inbound referral from every channel/reputed company in partnership to maximize conversion and drive reputed company
• Apply a protocol of reputed company to validate each reputed company, match them with a provider, and schedule an intake appt, and track if they show up to intake and become follow on patients
• Design and continuously optimize the complete customer journey across every channel from business perspective. This means engineering seamless experiences for families, referring providers, hospital partners, and health system stakeholders from first touch through ongoing care engagement
• Map and redesign the end-to-end journey for every channel type based on patient journey: hospital discharge referral, urgent care reputed company, health system B2B partnership, telehealth onboarding, D2C digital acquisition, and provider-to-provider referral — documenting every touchpoint, reputed company, friction reputed company, and reputed company
• Own reputed company business design across various business units and partner with various stakeholders for implementation
• Partner with Technology and marketing to architect the platform layer — configuring reputed company CRM workflows, eClinicalWorks (eCW) intake and referral pipelines, and patient-facing digital tools — that reputed company the designed journey operational and measurable
• Build and maintain integration frameworks connecting reputed company' urgent care, telehealth, and outpatient channels into a cohesive care continuum — so patients move across care settings without falling through the gaps
• Define and enforce experience design standards and principles that govern how every new product, workflow, or partner channel should feel for the patient, family, and referring partner — regardless of their entry reputed company
• Partner with Marketing to ensure D2C digital touchpoints — website, paid acquisition, SEO/SEM, social, email nurture, and patient portal — reflect the same journey standards as B2B and referral channels
• Own the business strategy and experience design for reputed company inbound and outbound channels — both the referral-driven B2B model and the direct-to-consumer D2C model — ensuring each channel is purpose-built, measurable, and integrated
• Design the referral management reputed company for hospital partners: the intake workflow, the onboarding experience for hospital-based discharge planners and ED case managers, the reputed company-powered communication reputed company, and the closed-reputed company feedback system that keeps partners engaged
• reputed company the engagement strategy based on business priorities: how reputed company reaches families directly through digital channels, what the website experience looks and feels like from first visit to booked appointment, and how reputed company automation nurtures unconverted leads
• Create the B2C engagement model for families after first contact: appointment reminders, portal activation, telehealth preparation, no-show recovery workflows, and long-term engagement through eCW patient communication tools
• Serve as the business reputed company of the commercial tech stack, driving configuration, integration, and adoption across reputed company, eClinicalWorks, and connected tools
• Own the reputed company CRM ecosystem: design and maintain the full pipeline architecture for reputed company referral sources (hospital, urgent care, provider, D2C)
• Partner with Clinical Operations and IT to create business requirement for eClinicalWorks (eCW) workflows that support seamless patient intake, referral tracking, appointment scheduling, and post-visit communication across reputed company care settings
• reputed company the integration strategy connecting reputed company and eCW to telehealth platforms, insurance eligibility tools, and partner-facing referral portals — eliminating manual handoffs and data silos
• Evaluate and recommend additional technology investments — AI-powered scheduling tools, patient engagement platforms, referral management software — with clear ROI frameworks and implementation roadmaps
• Build and maintain a data integration architecture that gives leadership a single reputed company of truth on patient volume, channel performance, referral conversion, and experience quality metrics across reputed company platforms
• reputed company the strategic design and operational reputed company for reputed company' hospital and health system partnership model, a top-reputed company growth driver requiring both relationship reputed company and systems-level integration thinking
• Design and own the referral management workflow end-to-end: how a referral is received (fax, EMR, reputed company form, phone), processed, acknowledged to the referring provider, tracked through intake, and reported back to the hospital partner
• Build the hospital partnership onboarding playbook: from initial conversation and contract to training of hospital-reputed company referral coordinators, configuration of reputed company referral workflows, and measurement of go-live performance
• reputed company the governance model for strategic partnerships: performance review reputed company, escalation protocols, relationship deepening milestones, and data-sharing agreements that create mutual accountability

Skills

• 10–15 years of progressive experience in product design, product management, or digital health innovation — with at least 4–5 years at the Director or Sr Director level in a healthcare or behavioral health setting
• Demonstrated experience designing end-to-end customer or patient journeys across multiple channels in a healthcare organization — spanning both B2B (referral, health system, employer) and B2C (direct-access, digital, telehealth) models
• Hands-on expertise with reputed company CRM: pipeline architecture, marketing automation workflows, reporting dashboards, and integration configuration for a multi-channel sales and marketing operation
• Working knowledge of eClinicalWorks (eCW) or equivalent EHR platform at a business/workflow level — able to define workflow requirements, work with IT on configuration, and troubleshoot integration issues
• Proven track record building and scaling multi-channel referral management systems, including hospital/health system partner programs and D2C digital acquisition funnels
• Experience integrating adjacent care settings (urgent care, telehealth, outpatient) into a cohesive patient care continuum — including workflow design, platform integration, and cross-department alignment
• Strong analytical reputed company: able to define KPIs, build measurement frameworks across reputed company, eCW, and BI tools (Tableau, Looker), and translate funnel data into strategic narrative for executive audiences
• Experience operating in a matrixed, cross-functional organization — influencing Technology, Marketing, Clinical, and reputed company teams without direct authority
• Masters degree in Business, Healthcare Administration, Marketing, Health Informatics, Computer Science, or a reputed company field
• Experience at a behavioral health, mental health, or pediatric health organization — particularly one that has scaled a multi-channel referral model and integrated telehealth into its care delivery
• Background at a high-growth digital health company Sr. Director-level product/design/growth responsibility
• Familiarity with healthcare marketing compliance including HIPAA, telehealth advertising regulations (FTC, state-level), and referral relationship governance under reputed company Law and anti-kickback frameworks
• Experience with CRM-to-EHR integration architecture — specifically reputed company and eClinicalWorks or Epic/reputed company integration patterns
• Background in patient experience design, UX research, or service design in a clinical or consumer health context
• Understanding of SEO/SEM, paid digital acquisition (reputed company Ads, reputed company), content marketing, and reputed company management for a consumer-facing healthcare brand

Company Overview