Patient Lifecycle Communications Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Patient Communications Management: Oversee email and SMS communications for OpenLoop patients across various care programs, including onboarding processes, refill reminders, clinical appointment notifications, care coaching updates, and other essential patient interactions.

• Messaging Lifecycle Strategy: Take ownership of and enhance patient messaging throughout the complete patient journey, ensuring that patients comprehend their care programs, understand subsequent steps, and feel supported during their experience with OpenLoop clients.

• Enhancement of Patient Experience: Collaborate closely with Support, Customer Success, Clinical Operations, Product, and other internal teams to gain a deep understanding of patient inquiries, pain points, and recurring challenges, translating these insights into clearer communications and an improved patient portal experience.

• Advocacy for Patient Portal: Analyze the entire patient portal experience from the patient's perspective, identifying weekly opportunities to simplify, clarify, and make the experience more intuitive.

• Leadership of Patient Voice: Act as a robust advocate for patients within internal teams, integrating a patient-first approach into the design of communications, workflows, portal experiences, and lifecycle interactions.

• Development of Communication Frameworks: Assist in creating communication strategies for abandoned cart scenarios, patient re-engagement, refills, retention, and cross-selling initiatives.

• Experimentation and Optimization: Conduct tests and experiments on patient messaging, timing, cadence, and channels to continuously enhance engagement, conversion, retention, and patient outcomes.

• Data-Driven Refinement: Leverage quantitative performance metrics and qualitative patient feedback to discern what is effective, what is lacking, and where communications can better facilitate patients in making the appropriate next step in their care journey.

• Cross-Functional Partnership: Work closely with Support, Customer Success, Product, Clinical Operations, Marketing, and Operations to enhance the overall patient experience across OpenLoop client programs.

• AI-Enhanced Execution: Utilize AI tools and tailored AI workflows to expedite research, messaging development, analysis, and iteration within patient communications.

⛳️ Requirements

• A minimum of 5 years of experience in lifecycle marketing or patient communications, preferably within healthcare, health tech, telehealth, SaaS, or other complex customer experience settings.

• At least 5 years of experience with patient engagement, CRM, marketing automation, or lifecycle communication platforms.

• Demonstrated experience managing intricate lifecycle programs that cover multiple stages of the customer or patient journey, from onboarding and activation to retention, re-engagement, and expansion.

• Strong copywriting skills focused on conversion, with the ability to deeply understand the target audience, craft messages that are clear and reassuring, and motivate individuals toward a desired action.

• You possess a blend of copywriting, lifecycle strategy, and AI agent management skills, capable of merging strong human judgment with AI-enabled workflows to enhance speed, quality, and outcomes.

• You are proficient in AI and comfortable creating custom AI agents or workflows informed by thorough research, well-defined problems, desired outcomes, and ongoing performance data.

• Strong analytical abilities, capable of utilizing data, patient feedback, and lifecycle performance trends to refine messaging and patient experience over time.

• Experience working collaboratively with cross-functional teams such as Support, Customer Success, Product, Clinical Operations, Marketing, and Operations.

• Proven capability to convert patient issues and operational insights into improved communications, clearer workflows, and enhanced digital experiences.

• A builder mindset with a high degree of ownership, enthusiasm for experimentation, and a keen attention to detail in execution.

• You enjoy collaboratively solving challenging, ambiguous problems and take responsibility not only for the work but also for the outcomes.

• Experience in health tech, telehealth, digital health, or healthcare is advantageous.

• Familiarity with patient engagement, CRM, marketing automation, or lifecycle communication platforms is a plus.

🏝️ Benefits

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance, Pet insurance, and more