Product Manager, Patient Communications

Role Description

Patient communications is one of the highest-leverage surfaces we own. Every SMS and email we send is a touch point in the prescription journey — a moment where we can reduce friction, build trust, and keep patients on track. Right now, we send messages. We want to send the right messages, to the right patients, at the right moment.

You'll own the end-to-end patient communications product: the strategy, the roadmap, and the day-to-day execution. That means driving a more personalized patient journey through segmentation, journey mapping, and a rigorous experimentation program. You'll work at the intersection of our patient portal, checkout flow, and outbound communications — ensuring the experience is cohesive and not siloed.

This is a builder role. There is meaningful infrastructure to stand up, a clear problem space to own, and direct impact on patient outcomes.

Key Responsibilities

• Own the patient communications roadmap across SMS and email — prescription status updates, refill reminders, onboarding flows, and beyond.
• Build the foundation for patient journey mapping: define lifecycle stages, segment patients by behavior and need, and design tailored communication tracks for each.
• Design and run A/B tests and experiments to optimize message timing, content, cadence, and channel — with a clear framework for what we learn and how we act on it.
• Ensure communications are deeply integrated with the patient portal and checkout flow, not bolted on — the in-app and out-of-app experience should feel like one journey.
• Partner with engineering to build on top of Twilio, understanding its capabilities and constraints well enough to make sound product and architecture decisions.
• Define the metrics that matter — open rates, click-through, on-treatment rates, support deflection — and drive toward them.
• Work with clinical and compliance to ensure all communications meet regulatory requirements.
• Collaborate with design and content to make every message feel warm, clear, and on-brand.

Qualifications

• Education: Bachelor’s Degree
• Experience: 3+ years of product management experience, with demonstrated ownership of a communications, lifecycle, or engagement product.
• Familiarity with Twilio or a comparable SMS/messaging platform — you don't need to have built the infrastructure, but you need to understand how it works.
• Some experience with customer or patient journey thinking — segmentation, lifecycle stages, or personalization — even if you haven't built a full program from scratch.
• An experimentation mindset — you know how to frame a hypothesis, design a test, and draw conclusions from data.
• Experience working on a product where communications connect to an in-app experience (portal, app, or checkout), not just standalone outbound messaging.
• Comfort in a fast-moving environment where you'll need to build structure, not just follow it.
• Healthcare or regulated environment experience is a plus, not a requirement.

Requirements

• Must be able to remain in a stationary position for extended periods while writing or reviewing documentation.
• Must be able to work on a computer for the entire shift.
• Must be able to attend virtual meetings with cross-functional teams.

Employment Classification

• Status: Full-time
• FLSA: Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.