Patient Engagement Manager

About the Company

PatientPartner is a healthcare technology company focused on improving how people navigate major medical decisions. Its platform pairs patients who are weighing a treatment or procedure with peer mentors who have already experienced the same path. Through these guided conversations, the company helps patients feel more informed and confident while enabling healthcare providers and life sciences organizations to strengthen conversion, adherence, and satisfaction.

The company works with major healthcare partners, including global pharmaceutical brands, medical device companies, and specialty practices, to create a smooth patient experience that supports measurable business results.

Role Overview

The Patient Engagement Manager is responsible for the full patient engagement function. This is a hands-on individual contributor position covering patient and mentor support, program operations, compliance, and client reporting. The role reports to the VP of Client Success and partners closely on client onboarding, account support, and company-wide planning and brainstorming.

This position is intended for someone who is ready to take ownership from the start. It does not begin with direct team management, but as the function expands, the role will evolve into managing contractors and eventually leading a full team of Patient Engagement Managers.

Compensation

The base pay starts at $65,000 and above, depending on experience and location, with quarterly bonuses and equity included.

Key Responsibilities

• Recruit, onboard, and offboard mentors while prioritizing retention, compliance, ongoing support, and a strong mentor experience.
• Develop and run the internal mentor engagement program to strengthen retention and activity across the mentor network.
• Handle all company-led mentor communication, including compliance surveys and scheduled follow-up sequences.
• Review mentor activity and responsiveness each day, and re-engage mentors who are inactive or receiving low ratings to keep patient interactions timely and high quality.
• Welcome new patients and incoming leads, complete onboarding and triage, and direct them to the correct client or program.
• Support patients throughout their care journey with clear, empathetic communication, including help with scheduling, appointments, consultation coordination, and next steps.
• Arrange mentor rematches when necessary and manage follow-up satisfaction and post-conversation surveys.
• Identify, record, and escalate adverse events in line with FDA rules, therapy protocols, and required timelines, while keeping discussions on-platform to protect privacy and safety.
• Monitor patient and mentor engagement across the journey, and gather, assess, and report program data and feedback.
• Prepare internal bi-weekly health reports and monthly client reports that include insights and recommendations.
• Spot patterns, experience gaps, and operational issues early, then implement improvements to address them.
• Maintain dashboards, workflows, and SOPs to support efficient and scalable operations.
• Work with Product and Marketing to improve dashboards, engagement assets, and campaign performance.
• Assist with new client launches by building tailored engagement plans and setting up operational processes.
• Contribute actively to brainstorming sessions and cross-functional projects that support innovation and growth.
• As the team grows, recruit, manage, and coach part-time contractors, and later move into leading and developing a full-time patient engagement team.

Experience and Skills Needed

• At least 3 years of experience in Customer Success, Program Management, or Patient Engagement.
• Background working with healthcare organizations is required, preferably in medical devices, pharmaceuticals, or digital health.
• Experience in regulated environments and patient-facing programs is strongly preferred.
• Ability to recruit, onboard, and support mentors and patients with a focus on retention, compliance, and satisfaction.
• Proven success in improving satisfaction, retention, and engagement metrics.
• Strong communication and empathy skills, with a professional and caring approach to supporting patients and mentors.
• Excellent organization and the ability to juggle multiple complex priorities independently.
• Comfort analyzing data, drawing actionable conclusions, and presenting findings to leadership and clients.
• Technical fluency with AI tools, CRM platforms, reporting tools, and project management software such as OpenAI, Claude, Gemini, ClickUp, Keap, Slack, Typeform, and RingCentral.
• Interest in team leadership and the potential to grow into a management role; prior coaching or people-management experience is an advantage but not required.
• Ability to thrive in a fast-moving startup environment and adapt quickly to changing priorities and client needs.

Perks and Benefits

• Competitive base compensation
• Stock options
• Unlimited paid time off and sick leave
• Office-based role preferred, with remote work also considered
• Comprehensive health coverage including medical, dental, and vision
• Chance to join an early-stage, fast-growing health technology startup
• Mission-focused work that directly supports patients through important healthcare decisions

Work Arrangement

This is a full-time role based in the United States. The position is preferably office-based, but remote work is also open.