Summary**This is a remote role**
PM Pediatric Care is building the region's most accessible and responsive urgent care and mental health platform. As we scale across referral channels — hospital systems, urgent care, telehealth, provider networks, and direct-to-consumer access — we need a senior leader who can design what tomorrow looks like and execute it with precision today.
The Sr. Director of Product Management and Patient Experience is the architect of our end-to-end customer journey. This person partners across Technology, Marketing, Clinical Operations, and Business Development to create seamless, scalable solutions that connect every touchpoint — from a hospital discharge planner making a referral to a family scheduling their first virtual visit, from a B2B health system partnership to a parent finding us through a Google search.
This role demands equal parts strategic vision and exceptional execution. The ideal candidate can map a patient's or partner's complete experience, identify where the system breaks down, design the solution, and leverage modern tech stacks — including HubSpot, eClinicalWorks, and integrated telehealth platforms — to bring that solution to life. They think at the 30,000-foot level and operate at ground level simultaneously.
Description1. End-to-End Customer Journey Architecture (Core Mandate)
Design asystemto automatically track every inbound referral from every channel/sourcein partnershipto maximize conversionand drive revenue
Apply a protocol of outreach tovalidateeach 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 andcontinuouslyoptimizethe complete customer journey across every channelfrombusinessperspective.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 typebased 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.
Partner with Technologyand marketingto architect the platform layer configuring HubSpot CRM workflows, eClinicalWorks (eCW) intake and referral pipelines, and patient-facing digital tools thatmakethe designed journey operational and measurable.
Build andmaintainintegration 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.
2. B2B & B2C Channel Strategy and Design
Own thebusinessstrategy 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 strategybased on business priorities: how PM PediatricCarereaches 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 througheCWpatient communication tools.
3.BusinessStrategy, Design& Integration
This leader does not just design experiences theypartner withmarketing,technology to execute theprograms. 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 andmaintainthe full pipeline architecture for all referral sources (hospital, urgent care, provider, D2C)
Partner with Clinical Operations and IT tocreate businessrequirementforeClinicalWorks (eCW) workflows that support seamless patient intake, referral tracking, appointment scheduling, and post-visit communication across all care settings.
Build andmaintaina data integration architecture that gives leadershipa single sourceof truth on patient volume, channel performance, referral conversion, and experience quality metrics across all platforms.
4. Referral Management & Hospital Partner Channel
Lead the strategic design and operational blueprint for PM Pediatrics' hospital and health system partnership model, a top-priority growth driverrequiringboth 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: frominitialconversation andcontract totraining 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.
Target Compensation: $200,000 - $250,000
The salary/rate range listed here has been provided to comply with local regulations and represents a potential base salary/rate for this role. Please note that actual salaries/rates may vary within this range above or below, depending on experience and location. We look at compensation for each individual and based on experience and qualifications.
10 615 years of progressive experience in product design, product management, or digital health innovation with at least 4 65 years at the Director orSr Directorlevel 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-onexpertisewith HubSpot CRM: pipeline architecture, marketing automation workflows, reporting dashboards, and integration configuration fora multi-channel sales and marketingoperation.
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.
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.
Experienceoperatingin a matrixed, cross-functional organization influencing Technology, Marketing, Clinical, and BD teams without direct authority.
Mastersdegree in Business, Healthcare Administration, Marketing, Health Informatics, Computer Science, ora related field.
