Senior Product Manager, Core Patient Experience Full Time

About The Position

Requirements

• 5+ years of product management experience building consumer-facing digital products; healthcare experience required.
• Familiarity with HIPAA and healthcare compliance as it applies to patient communications and data.
• Demonstrated experience owning ongoing engagement product surfaces — you understand that retention and lifecycle are as important as acquisition.
• Strong analytical skills: comfort with tools like Amplitude or Looker; ability to use data to uncover user needs, measure outcomes, and drive prioritization.
• Startup scrappiness and comfort in fast-moving environments — you can navigate ambiguity and move quickly.
• Proven ability to ship high-quality mobile and web experiences and collaborate effectively with cross-functional engineering and design teams.
• Excellent communication skills with the ability to influence without authority across clinical, operational, and technical stakeholders.
• A track record of owning outcomes, not just outputs — you care deeply about whether the thing you shipped actually moved the needle for patients.
• AI familiarity and a builder mindset — comfortable using tools like Cursor and Claude Code to answer questions, prototype, and accelerate execution.
• Experience operating within an agile development lifecycle (e.g., sprint planning, backlog management, iterative discovery/delivery) in close partnership with engineering and design.

Nice To Haves

• Hands-on experience with API-based products, mobile infrastructure, or clinical data integrations (labs, Rx, EHR).
• SQL proficiency for ad-hoc analysis, data validation, and troubleshooting patient funnel issues.
• Experience working on video/real-time communication products (e.g., telehealth, live chat) is a strong plus.

Responsibilities

• Own the product strategy and roadmap for the full post-booking patient experience, from appointment preparation and check-in through repeat visits and long-term care continuity.
• Define and relentlessly improve the in-appointment experience, including video visit quality, patient-provider communication tools, and real-time support flows.
• Drive engagement and retention strategies that keep patients returning for follow-up visits and building meaningful, lasting relationships with their Circle Medical provider.
• Minimize drop-off and friction across key lifecycle moments: missed appointments, churned patients, and post-visit confusion.
• Design clear, timely, and empathetic follow-up flows that improve care plan adherence, close the loop on outstanding actions, and keep patients returning.
• Collaborate closely with our CRM team to influence post-booking and ongoing care communications: reminders, follow-up messaging, care summaries, and proactive outreach — across SMS, email, push, and in-app channels.
• Encourage return patient booking by designing booking flows that make it easy to find availability, switch providers when needed, and quickly get back into care — in close collaboration with marketing and the Growth/Acquisition pod.
• Ensure patients always know what to do next — whether that’s picking up a prescription, completing a lab order, or scheduling a follow-up.
• Champion the patient-provider relationship as a core product value, designing features that strengthen provider familiarity, trust, and meaningful connection over time.
• Partner closely with our clinical pod and stakeholders to translate complex clinical workflows (labs, prescriptions, questionnaires, etc.) into intuitive patient-facing experiences.
• Work closely with clinical stakeholders to understand provider workflows and ensure that product decisions support care delivery, clinical outcomes, and measurement-based care.
• Lead product development across a broad engineering surface: native mobile (iOS/Android), web portal, and back-end services — requiring strong cross-functional coordination and technical fluency.
• Run core agile rituals including backlog grooming, sprint planning, standups, retrospectives — ensuring the team has clear priorities, well-defined scope, and strong delivery cadence.
• Drive high-quality shipping by writing rigorous acceptance criteria and actively participating in acceptance testing for patient-facing features.
• Make principled tradeoffs between feature complexity, UX quality, and engineering investment, with clear documentation of rationale.
• Define and own core success metrics for the ongoing care experience: check-in completion, appointment attendance, visit completion, repeat visit rates/retention, NPS/patient satisfaction
• Run regular qualitative research using user interview platforms (e.g., Great Question) to uncover patient friction points and identify opportunities across the care journey.
• Utilize analytics tools daily (e.g., Amplitude, Looker, etc) to understand patient behavior, identify drop-off points, and measure the impact of product changes.
• Run structured experiments and A/B tests to continuously optimize key lifecycle touchpoints.
• Be a trusted thought partner to engineering, maintaining healthy scope, clear prioritization, and a sustainable delivery rhythm through principled tradeoffs and decision-making.
• Partner closely with clinical, operations, marketing, compliance, and data/analytics teams to ensure the patient experience aligns with care delivery realities and business goals.
• Communicate product vision, tradeoffs, and progress clearly to senior leadership and across teams.
• Mentor and collaborate with other PMs, contributing to a culture of shared learning, high craft, and patient-first product thinking.

Benefits

• Flexible vacation, sick leave, and 12 statutory holidays.
• Medical, Dental, Vision, Disability, and Life insurance.
• Mental health programs and an Employee Assistance Program (EAP).
• RRSP/401(k) program with company match.
• Annual reimbursement for eligible training and professional programs.