Corporate

Corporate

Senior Director, Product Management & Patient Experience

Remote - United States · Director

Sponsorship not specified$200k-$250kDetected 30 days ago
Data VisualizationComplianceUX ResearchSEOSEMGoogle AdsContent MarketingHubSpotCRMBusiness DevelopmentOutbound SalesCadenceHIPAAEpicEHR/EMRPatient CareResearchLeadershipCommunication

About the role

  • It's fun to work in a company where people truly BELIEVE in what they're doing!
  • We're committed to bringing passion and customer focus to the business.
  • Director of Product Management and Patient Experience is the architect of our end-to-end customer journey.

Responsibilities

  • how PM Pediatric Care reaches families directly through digital channels, what the website experience looks and feels like from first visit to booked appointment, and how HubSpot automation nurtures unconverted leads.
  • how a referral is received (fax, EMR, HubSpot form, phone), processed, acknowledged to the referring provider, tracked through intake, and reported back to the hospital partner.
  • performance review cadence, escalation protocols, relationship deepening milestones, and data-sharing agreements that create mutual accountability.
  • Apply a protocol of outreach to validate each lead, match them with a provider, and schedule an intake appt, and track if they show up to intake and become follow on patients
  • Desig n and continuously optimize the complete customer journey across every channel from business perspective.
  • Own HubSpot business design across various business units and partner with various stakeholders for implementation
  • 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 point.
  • 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.
  • B2B & B2C Channel Strategy and Design
  • Lead the integration strategy connecting HubSpot and eCW to telehealth platforms, insurance eligibility tools, and partner-facing referral portals - eliminating manual handoffs and data silos.

Requirements

  • Hands-on expertise with HubSpot 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.
  • Experience operating in a matrixed, cross-functional organization - influencing Technology, Marketing, Clinical, and BD teams without direct authority.
  • Experience with CRM-to-EHR integration architecture - specifically HubSpot and eClinicalWorks or Epic/Athena integration patterns.
  • Required Experience
  • Qualifications
  • 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.
  • 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 fluency: able to define KPIs, build measurement frameworks across HubSpot, eCW, and BI tools (Tableau, Looker), and translate funnel data into strategic narrative for executive audiences.
  • Masters degree in Business, Healthcare Administration, Marketing, Health Informatics, Computer Science, or a related 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

Nice to have

  • Preferred Experience

Skills

  • Business Strategy, Design & Integration

Compensation

  • The salary/rate range listed here has been provided to comply with local regulations and represents a potential base salary/rate for this role.
  • We look at compensation for each individual and based on experience and qualifications.
  • $200,000 - $250,000

Benefits

  • This means engineering seamless experiences for families, referring providers, hospital partners, and health system stakeholders from first touch through ongoing care engagement.
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