Senior Product Manager, Core Patient Experience

## About Us We are a virtual-first primary care organization reimagining how people access and experience healthcare. Our mission is to deliver comprehensive, high-quality, and compassionate care that integrates technology, data, and human connection through a seamless digital platform complemented by in-person visits when needed. While our care is provided exclusively to patients in the United States, our team is distributed across the United States and Canada, bringing together clinicians, technologists, and operators who share a commitment to making high-quality healthcare delightful, personal, and accessible to everyone.   More about us can be found on[ our website](https://www.circlemedical.com/about-us). ## **About the Role** We are seeking a highly experienced **Senior Product Manager** to own and elevate the ongoing care experience for Circle Medical patients. This role sits at the heart of what makes Circle Medical meaningful: the relationship between a patient and their care team, and everything that makes that relationship easy, trustworthy, and effective over time. Getting a patient to their first appointment is only the beginning. To have a real impact on patient health outcomes, we need to ensure patients are fully supported throughout their care journey — from the moment after they book to when their first appointment ends, and through follow-up care, repeat visits, and long-term provider relationships. You'll own the full post-booking lifecycle: check-in, in-appointment experience, post-visit follow-up (including messaging, lab, and prescription workflows), and all the touch points that keep patients engaged, informed, and coming back. This is a high-impact, broad-scope role working across mobile app, web portal, and back-end engineering teams. Every improvement you make translates directly into better patient outcomes and stronger provider relationships across Circle Medical's growing patient base. ## **Key Responsibilities** ### **1. Patient Lifecycle Ownership — Post-Booking Through Ongoing Care** * **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. ### **2. Post-Appointment & Follow-Up Experience** * **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. ### **3. Clinical Workflows & Provider-Patient Connection** * **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. ### **4. Cross-Platform Execution Across Mobile, Web & Backend** * **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. ### **5. Data-Driven Prioritization & Measurement** * **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. ### **6. Stakeholder Management & Cross-Functional Leadership** * **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. ## **Qualifications** ### **Required** * 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. ### **Preferred** * 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. ## **Compensation** We offer compensation that is market-aligned, performance-driven, and designed to maintain internal equity. Pay is reviewed regularly, and growth is supported based on demonstrated impact and increased scope of responsibility, not tenure alone. U.S. base salary range (varies by location): $148,000 – $195,000. Compensation is adjusted based on location, with higher ranges for high-cost areas such as San Francisco, mid-range for markets like Chicago, and lower ranges for other U.S. locations. Final offers are tailored to each candidate’s skills, experience, qualifications, and location within the applicable regional pay band. ## **Benefits**  Please note that specific benefits vary by country and location of employment. Your recruiter will confirm the exact package available to you during the interview process. * Paid Time Off: Flexible vacation, sick leave, and 12 statutory holidays. * Health & Insurance: Medical, Dental, Vision, Disability, and Life insurance. * Wellness: Mental health programs and an Employee Assistance Program (EAP). * Retirement: RRSP/401(k) program with company match. * Development: Annual reimbursement for eligible training and professional programs. _Circle Medical is an equal opportunity employer and affirmatively seeks diversity in its workforce. Circle Medical recruits qualified applicants and advances in the employment of its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law._   Visa sponsorship is not available for this role.