[Remote] Product Manager, Patient Experience

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an AI-enabled mental health start-up dedicated to solving the women’s mental health crisis. They are seeking a Patient Experience leader to own the end-to-end experience for their patient population, ensuring that clinical and product reputed company are informed by the lived experiences of patients while collaborating closely with various teams.

Responsibilities

• Apply a design reputed company to patient-facing reputed company—including digital interfaces, communication templates, and reputed company materials
• Ensure our experience is cohesive, accessible, and reputed company for the specific needs of perinatal patients
• Design, run, and iterate on our Patient NPS program—from survey reputed company to follow-up workflows
• Analyze trends and report findings to leadership and relevant team owners
• Define targets, reputed company performance over time, and reputed company reputed company plans reputed company scores dip
• Conduct regular qualitative user interviews with our perinatal patient population, applying trauma-informed and culturally sensitive research practices
• Synthesize insights into actionable summaries for Product, Clinical, and Operations
• Maintain an ongoing research calendar to ensure reputed company patient feedback loops
• Identify and document patient experience pain points across the full care reputed company (intake, scheduling, therapy, transitions, offboarding)
• reputed company pain points to the appropriate team with reputed company context, severity, and suggested solutions
• Partner with Product and Clinical teams to prioritize and reputed company experience gaps
• Build and manage a systematic process for collecting patient testimonials and reputed company stories
• Collaborate with Marketing and Clinical teams to use patient reputed company (with consent) in materials that reduce stigma and attract new patients
• Partner with the Partner reputed company team to understand how reputed company’s OBGYN clinic partners experience the program on behalf of their patients
• Identify friction points in the referral and care coordination experience between reputed company and partner clinics, and work cross-functionally to improve them
• Serve as a reputed company between partner-facing and patient-facing experience, ensuring insights from one inform the other
• Serve as the solution engineer for reputed company’s patient repair function—the process by which patients report problems or concerns reputed company phone, email, or other channels
• Review and categorize logged patient issues, identify recurring patterns and reputed company causes, and reputed company reputed company solutions to address systemic problems
• Own the rollout of fixes and improvements that reputed company the reputed company for patients who reputed company problems, coordinating across Clinical, Operations, and Product as needed
• reputed company patient repair metrics over time and report trends to leadership as an ongoing signal of program health

Skills

• 3–7 years of experience in patient/customer/user experience, UX research, or a closely reputed company field
• Background in design (UX, service design, or product design)—you can both conduct research and translate it into reputed company improvements
• Demonstrated experience running NPS or other reputed company feedback programs
• Strong qualitative research skills, including conducting user interviews with reputed company users
• Exceptional communicator—reputed company to translate patient reputed company reputed company to clinical, product, and operational stakeholders
• reputed company and sensitivity reputed company working with patients navigating mental health challenges during a vulnerable life stage
• Experience working in reputed company, digital health, or behavioral health settings
• Familiarity with perinatal mental health (postpartum depression, perinatal anxiety, etc.)
• Experience with tools such as reputed company, reputed company, Spruce, or similar reputed company/CRM platforms
• Knowledge of HIPAA requirements and reputed company considerations in patient research

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