Senior Director, Product Management & Patient Experience

PM Pediatric Care is building the region's most accessible and responsive 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/source in partnership to maximize conversion and drive revenue
• 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
• 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 handoff, health system B2B partnership, telehealth onboarding, D2C digital acquisition, and provider-to-provider referral — documenting every touchpoint, handoff, friction point, and owner
• Own HubSpot business design across various business units and partner with various stakeholders for implementation
• Partner with Technology and marketing to architect the platform layer — configuring HubSpot CRM workflows, eClinicalWorks (eCW) intake and referral pipelines, and patient-facing digital tools — that make the designed journey operational and measurable
• Build and maintain integration frameworks connecting PM Pediatrics' 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 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
• Own the business strategy and experience design for all 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 framework for hospital partners: the intake workflow, the onboarding experience for hospital-based discharge planners and ED case managers, the HubSpot-powered communication loop, and the closed-loop feedback system that keeps partners engaged
• Develop the engagement strategy based on business priorities: 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
• 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 owner of the commercial tech stack, driving configuration, integration, and adoption across HubSpot, eClinicalWorks, and connected tools
• Own the HubSpot CRM ecosystem: design and maintain the full pipeline architecture for all 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 all care settings
• 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
• 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 source of truth on patient volume, channel performance, referral conversion, and experience quality metrics across all platforms
• Lead the strategic design and operational blueprint for PM Pediatrics' hospital and health system partnership model, a top-priority growth driver requiring both relationship fluency and systems-level integration thinking
• Design and own the referral management workflow end-to-end: 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
• Build the hospital partnership onboarding playbook: from initial conversation and contract to training of hospital-side referral coordinators, configuration of HubSpot referral workflows, and measurement of go-live performance
• Develop the governance model for strategic partnerships: performance review cadence, escalation protocols, relationship deepening milestones, and data-sharing agreements that create mutual accountability

Requirements:

• 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 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
• 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
• Experience operating in a matrixed, cross-functional organization — influencing Technology, Marketing, Clinical, and BD teams without direct authority
• 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
• Familiarity with healthcare marketing compliance including HIPAA, telehealth advertising regulations (FTC, state-level), and referral relationship governance under Stark Law and anti-kickback frameworks
• Experience with CRM-to-EHR integration architecture — specifically HubSpot and eClinicalWorks or Epic/Athena 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 (Google Ads, Meta), content marketing, and reputation management for a consumer-facing healthcare brand