Product Manager, Patient Experience

About the role

We are hiring a Patient Experience leader to own the end-to-end experience of our patient population. This is a highly cross-functional, patient-facing role sitting within the Product team. You will be the voice of the patient inside FamilyWell-surfacing friction, celebrating wins, and ensuring our clinical and product decisions are grounded in the lived reality of the people we serve. This role works closely with our COO and the broader clinical, product, and operations teams.

Responsibilities

• Design the Experience
• Apply a design lens to patient-facing touchpoints-including digital interfaces, communication templates, and onboarding materials
• Ensure our experience is cohesive, accessible, and built for the specific needs of perinatal patients
• Own Patient NPS & Satisfaction Measurement
• Design, run, and iterate on our Patient NPS program-from survey cadence to follow-up workflows
• Analyze trends and report findings to leadership and relevant team owners
• Define targets, track performance over time, and develop action plans when scores dip
• Conduct Patient Research & Interviews
• 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 continuous patient feedback loops
• Map & Improve the Patient Journey
• Identify and document patient experience pain points across the full care journey (intake, scheduling, therapy, transitions, offboarding)
• Route pain points to the appropriate team with clear context, severity, and suggested solutions
• Partner with Product and Clinical teams to prioritize and close experience gaps
• Collect & Amplify Patient Stories
• Build and manage a systematic process for collecting patient testimonials and success stories
• Collaborate with Marketing and Clinical teams to use patient voices (with consent) in materials that reduce stigma and attract new patients
• Support Partner Success & Clinic Collaboration
• Partner with the Partner Success team to understand how FamilyWell's OBGYN clinic partners experience the program on behalf of their patients
• Identify friction points in the referral and care coordination experience between FamilyWell and partner clinics, and work cross-functionally to improve them
• Serve as a liaison between partner-facing and patient-facing experience, ensuring insights from one inform the other
• Lead Patient Repair & Issue Resolution
• Serve as the solution engineer for FamilyWell's patient repair function-the process by which patients report problems or concerns via phone, email, or other channels
• Review and categorize logged patient issues, identify recurring patterns and root causes, and develop scalable solutions to address systemic problems
• Own the rollout of fixes and improvements that close the loop for patients who experienced problems, coordinating across Clinical, Operations, and Product as needed
• Track patient repair metrics over time and report trends to leadership as an ongoing signal of program health

Requirements

• Required
• 3-7 years of experience in patient/customer/user experience, UX research, or a closely related field
• Background in design (UX, service design, or product design)-you can both conduct research and translate it into tangible improvements
• Demonstrated experience running NPS or other structured feedback programs
• Strong qualitative research skills, including conducting user interviews with real users
• Exceptional communicator-able to translate patient voices clearly to clinical, product, and operational stakeholders

Benefits

Additional Information

Role: Product Manager, Patient Experience Reports to: Chief Product Officer Department: Product Employment Type: Full-Time About FamilyWell Health FamilyWell Health is an AI-enabled mental health start-up dedicated to solving the women's mental health crisis by seamlessly embedding high quality, equitable, & affordable mental health care into OB/Gyn practices. FamilyWell provides comprehensive virtual mental health services designed specifically for integration into women's health practices and health systems. FamilyWell's virtual care team model delivers evidence-based mental health support throughout the full reproductive lifecycle-from fertility through menopause-using the proven Collaborative Care Model (CoCM). Our tech-enabled platform seamlessly embeds coaching, therapy, and psychiatric services directly into clinical workflows, making high-quality mental health care accessible, affordable, and insurance-covered. With 95% of patients experiencing clinical improvement within four months, we're addressing one of healthcare's most underserved areas while creating a financially sustainable model for our provider partners. Following our recent $8M Series A funding, we're expanding nationwide and seeking exceptional talent to join our mission-driven team.

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