[Remote] Senior Director, Product Management & Patient Experience

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesDesign a system to automatically track every inbound referral from every channel/source in partnership to maximize conversion and drive revenueApply 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 patientsDesign 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 engagementMap 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 ownerOwn HubSpot business design across various business units and partner with various stakeholders for implementationPartner 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 measurableBuild 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 gapsDefine 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 pointPartner 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 channelsOwn 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 integratedDesign 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 engagedDevelop 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 leadsCreate 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 toolsServe as the business owner of the commercial tech stack, driving configuration, integration, and adoption across HubSpot, eClinicalWorks, and connected toolsOwn 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 settingsLead the integration strategy connecting HubSpot and eCW to telehealth platforms, insurance eligibility tools, and partner-facing referral portals — eliminating manual handoffs and data silosEvaluate and recommend additional technology investments — AI-powered scheduling tools, patient engagement platforms, referral management software — with clear ROI frameworks and implementation roadmapsBuild 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 platformsLead 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 thinkingDesign 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 partnerBuild 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 performanceDevelop the governance model for strategic partnerships: performance review cadence, escalation protocols, relationship deepening milestones, and data-sharing agreements that create mutual accountabilitySkills10–15 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 settingDemonstrated 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) modelsHands-on expertise with HubSpot CRM: pipeline architecture, marketing automation workflows, reporting dashboards, and integration configuration for a multi-channel sales and marketing operationWorking 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 issuesProven track record building and scaling multi-channel referral management systems, including hospital/health system partner programs and D2C digital acquisition funnelsExperience integrating adjacent care settings (urgent care, telehealth, outpatient) into a cohesive patient care continuum — including workflow design, platform integration, and cross-department alignmentStrong 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 audiencesExperience operating in a matrixed, cross-functional organization — influencing Technology, Marketing, Clinical, and BD teams without direct authorityMasters degree in Business, Healthcare Administration, Marketing, Health Informatics, Computer Science, or a related fieldExperience 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 deliveryBackground at a high-growth digital health company Sr. Director-level product/design/growth responsibilityFamiliarity with healthcare marketing compliance including HIPAA, telehealth advertising regulations (FTC, state-level), and referral relationship governance under Stark Law and anti-kickback frameworksExperience with CRM-to-EHR integration architecture — specifically HubSpot and eClinicalWorks or Epic/Athena integration patternsBackground in patient experience design, UX research, or service design in a clinical or consumer health contextUnderstanding of SEO/SEM, paid digital acquisition (Google Ads, Meta), content marketing, and reputation management for a consumer-facing healthcare brandCompany OverviewPM Pediatric Care is the nation's largest provider of pediatric urgent care for children and young adults age 0-26, with offices coast to coast, telemedicine, and now mental health services available. It was founded in 2005, and is headquartered in New Hyde Park, New York, USA, with a workforce of 501-1000 employees. Its website is http://pmpediatrics.com.