Senior Product Manager, Patient Experience

Who We Are:

At Synapse Health, we're streamlining the durable medical equipment (DME) process. We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered and experienced.

Since 2016, with decades of industry and leadership experience, we've delivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity, we're redefining how DME works for providers, prescribers, and patients. We are proud to offer work that matters, on a mission that matters.

Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.

What We Need:

The Senior Product Manager, Patient Experience is a pivotal leadership role reporting directly to the SVP, Product and is responsible for spearheading the development and execution of advanced product strategies. This role will be leading product definition and development of Synapse Health's patient-focused suite of products. The Senior Product Manager is expected to drive product innovation, market competitiveness, and overall product success by leveraging extensive industry knowledge, advanced analytical capabilities, and strategic thinking.

The ideal candidate will be comfortable at the strategic level (owning multi-year vision + roadmap), energized by having hands on optimization levers around the conversion funnel and patient experience, and excited about driving patient portal build and engagement platform/infrastructure decisions.

What You Will Do:

Strategic Leadership:

• Own the patient journey: develop and champion the strategy for a consumer-grade patient messaging and portal experience, ensuring alignment with company vision and goals
• Drive the conceptualization, development, and launch of omnichannel, technology-forward approach across digital (email, SMS) and outbound patient outreach (calls) innovative products and features
• Continuously monitor and optimize campaigns to drive open rates, click through rates and conversion rates. Develop relevant business metrics for your area, drive instrumentation and reporting, and execute on the roadmap to achieve impact
• Leverage any and all products, technologies, and solutions to drive impact. Consult with Engineering and stakeholders to ensure that the best possible make/buy decisions are made

Market Insight and Analysis:

• Conduct comprehensive market and user research to identify customer needs, market opportunities, and trends, ensuring the product's competitive edge
• Analyze competitors and market standards, synthesizing insights to inform product enhancements and developments
• Leverage data tools and analysis to identify and prioritize opportunities

Product Development and Launch:

• Collaborate closely with engineering and operations teams to oversee product design and development, ensuring timely and high-quality deliveries
• Drive experimentation culture and data-informed product decisions, test optimizations, and iterate on engagement approaches while building patient trust
• Develop go-to-market and launch plans for new products and features and continuously gather consumer feedback to refine and improve product offerings
• Provide thought leadership and education internally on new and existing products, facilitating knowledge sharing and alignment across teams
• Support feature rollouts that involve patient messaging through alpha, beta and general availability by collaborating with customer-facing teams, analyzing feature impact, and preparing communications

Mentorship and Development:

• Mentor and guide Product Managers and other team members, fostering a culture of collaboration and continuous learning

What You Have:

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include:

• Minimum of 7 years of experience in product management with a minimum of 3 years in healthcare, SaaS or e-commerce. Durable Medical Equipment experience is a plus