Product Manager, Patient Engagement

Product Manager, Patient EngagementLucem Health's mission is to deploy AI patient identification in partnership with health systems to revolutionize diagnostic medicine, accelerate the identification of disease, and enable patients to begin treatment early to improve their outcomes and protect quality of life. Lucem partners with the most innovative health systems in the country to transform the care delivery model from purely reacting to patients' symptoms to leveraging advanced AI techniques to identify at risk patients and take early action to improve their outcomes.AI-based risk identification is important, but not enough to impact patient lives. Lucem delivers comprehensive clinical products that really help providers make an impact. These include disease-focused provider education, decision support integrated into the clinical workflow, and multi-modal patient engagement programs. Health systems experience a comprehensive clinical program – not just another AI model.Founded in 2021 through a collaboration between Mayo Clinic, Rally Ventures, and Commure (a General Catalyst company), Lucem Health is on a mission to revolutionize healthcare delivery. We envision a future where health systems are supported in delivering proactive care that enables disease to be detected in its earliest stage when symptoms are not yet present and when treatment has the most benefit. We are passionate about our mission, and if you are a highly motivated, experienced, creative problem solver who wants to transform healthcare, we'd love to meet you!Position Summary: Patient Engagement Product ManagerThe Patient Engagement Product Manager reports to the Vice President of Product.As patient engagement product manager, you will play a critical role in developing a comprehensive patient engagement capability within the Lucem Reveal platform, and in designing, building and deploying Lucem's patient activation programs.Using your deep expertise in behavioral science, skills analyzing demographic and sociographic data for audience targeting, and knowledge of effective journey design, you will define the requirements for targeted, omnichannel campaigns. The goal of patient engagement at Lucem is to motivate patients to take the next step in a care pathway – ultimately driving measurable improvements in health outcomes. You will be both strategist and accountable for design, execution and measurement of these patient engagement programs.This position is remote, but hiring is tied to geographic hub regions in Raleigh, North Carolina, New York, New York, and Minneapolis, MN. Candidates should have suitable professional workspace available to them at home. This position requires occasional travel within the US to meet with customers and other Lucem employees. Travel will be occasional and generally can be planned with at least two weeks of advance notice. The work is typical office / computer-based work and does not have specific or unique physical requirements.Key ResponsibilitiesEstablish requirements and lead the vendor selection process for a HIPAA-compliant multichannel marketing hub in which to manage automated patient journeys.Map and build end-to-end patient engagement journeys across email, SMS and patient portal push notifications to accelerate patients along the care map for their identified clinical product.Apply principles of behavioral science and choice architecture to understand patient motivations, identify barriers to engagement, and design campaigns that drive desired behaviors.Articulate data and integration requirements to build dynamic, highly segmented patient audiences based on clinical triggers and phenotypes – demographics, social determinants of health, primary language and behavioral data.Partner with engineering and customer success to integrate electronic health record data and external or third-party data to improve targeting and personalization.Partner with marketing, customer success and Lucem customer marketing teams to author creative content that is audience appropriate in support of patient journeys.Establish key performance indicators (KPIs), monitor campaign performance, A/B test messaging variations and continuously iterate to improve results. Develop and report operational metrics to Lucem and customer leadership.Serve as the subject matter expert on digital outreach compliance. Ensure all automated SMS/text campaigns strictly adhere to TCPA (Telephone Consumer Protection Act), HIPAA, and mobile carrier regulations, including managing our Campaign Registry (TCR), 10DLC (10-Digit Long Code) registration and filings, and opt-in/opt-out workflows.Serve as the relationship manager for vendor relationships with CPaaS (Communications Platform as a Service) vendors (ala Twilio or Drips) to ensure high compliance and carrier compliance, as well as with the selected MMH vendor.The Patient Engagement Product Manager works closely with other teams to successfully operate. Key relationships include:Technical Product Managers and Engineering to define the data integration and platform requirements for both MMH and CPaaS as well as for Lucem Reveal reporting,Finance to create and maintain budget expectations for vendors and any 3rd party sources of patient data,Marketing to jointly design creative for MMH delivered campaigns, andClinical Program Management and Customer Success as liaisons to Lucem health system customers who will have significant input into audience filtering, journey map and messaging.QualificationsBachelor's degree with 7+ years of experience in health plan marketing, health system marketing, population health or CRM automation.Demonstrated success developing and executing multi-modal/omnichannel marketing or engagement campaigns in a healthcare domain.Deep understanding of behavioral economics, patient segmentation, persona development, and data analysis and their application to patient behavior.Experience with one of the main MMH platforms used in healthcare – Epic Cheers, Braze, Iterable or SalesForce.Proven track record managing enterprise SMS programs at scale, with direct experience handling 10DLC carrier compliance and TCPA opt-in matrices.Expertise using SQL, data querying, and audience building within marketing automation platforms.Experience working in a complex data environment managing multiple inputs and many simultaneous patient engagement journeys.Experience using AI tools as a 'force multiplier' to accelerate the various aspects of product management.