Product Manager, Patient Communications

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

📋 Description

• Take charge of the patient communications strategy across SMS and email — including prescription status updates, refill notifications, onboarding processes, and more.

• Establish the groundwork for patient journey mapping: identify lifecycle stages, categorize patients by their behaviors and needs, and create customized communication pathways for each group.

• Design and execute A/B tests and experiments to enhance message timing, content, frequency, and channels — ensuring a robust framework for evaluating our insights and actions.

• Guarantee that communications are seamlessly integrated with the patient portal and checkout experience, creating a unified journey for users both in-app and out of app.

• Collaborate with engineering to leverage Twilio’s capabilities and limitations, making informed product and architectural decisions.

• Identify key performance indicators — such as open rates, click-through rates, treatment adherence, and support deflection — and work towards achieving them.

• Partner with clinical and compliance teams to ensure all communications adhere to regulatory standards.

• Work alongside design and content teams to ensure every message is warm, clear, and aligned with our brand.

⛳️ Requirements

• Bachelor’s Degree.

• Over 3 years of product management experience, demonstrating ownership of a communications, lifecycle, or engagement product.

• Familiarity with Twilio or a similar SMS/messaging platform — while you don’t need to have developed the infrastructure, you should have a solid understanding of its functionality.

• Some experience with customer or patient journey concepts — including segmentation, lifecycle stages, or personalization — even if you haven't created a complete program from the ground up.

• An experimental mindset — you know how to formulate a hypothesis, design a test, and interpret data-driven conclusions.

• Experience with products where communications are integrated with an in-app experience (portal, app, or checkout), rather than isolated outbound messaging.

• Ability to thrive in a fast-paced environment where you will need to establish structure rather than merely adhere to it.

• Background in healthcare or a regulated environment is advantageous, though not mandatory.

🏝️ Benefits

• Equal Employment Opportunity (EEO) Statement: Gifthealth is an Equal Opportunity Employer and strictly prohibits discrimination and harassment of any kind.