Senior Director, Product Management & Patient Experience

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.

• 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.

• 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.