Product Manager — Patient Experience
Own patient discovery, decision support, and booking flows in a global health marketplace. You'll ship AI-assisted experiences that increase trust and conversion, while protecting privacy and clinical safety.
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Role Overview
Journey ownership
Own discovery → evaluation → booking → pre-visit confidence. Remove friction and uncertainty with transparent information and safe guidance.
AI-assisted UX
Ship AI features (e.g., curated answers, provider matching, safety nudges) using retrieval and guardrails; instrument quality and costs.
Trust & safety
Embed our policies (no medical advice, CPOM awareness, HIPAA boundary) into UX. Balance speed with safety and compliance.
Experimentation
Hypothesis → design → A/B test → causal analysis → rollout. Maintain a clear metric tree and avoid local maxima.
Cross-functional
Partner with Design, Eng, Data, Provider Ops, and Legal. Communicate trade-offs in writing (PRDs, briefs, postmortems).
| Area | Summary |
|---|---|
| Journey ownership | Own discovery → evaluation → booking → pre-visit confidence. Remove friction and uncertainty with transparent information and safe guidance. |
| AI-assisted UX | Ship AI features (e.g., curated answers, provider matching, safety nudges) using retrieval and guardrails; instrument quality and costs. |
| Trust & safety | Embed our policies (no medical advice, CPOM awareness, HIPAA boundary) into UX. Balance speed with safety and compliance. |
| Experimentation | Hypothesis → design → A/B test → causal analysis → rollout. Maintain a clear metric tree and avoid local maxima. |
| Cross-functional | Partner with Design, Eng, Data, Provider Ops, and Legal. Communicate trade-offs in writing (PRDs, briefs, postmortems). |
Outcomes You'll Drive
- Higher qualified bookings and patient satisfaction (NPS/CSAT) with measurable uplift.
- Reduced time-to-answer and drop-off via AI-curated guidance and safer defaults.
- Improved provider responsiveness through smarter routing and expectation setting.
- Clearer signals of quality (verified reviews, profile completeness, ServiceScore™ inputs).
- Fewer escalations through proactive safety nudges and "right next step" UX.
Success Metrics (Illustrative KPIs)
Qualified booking rate
Definition: Bookings that meet geo/treatment/availability criteria and pass fraud checks.
Guardrails: No increase in cancel rates; maintain response SLAs.
Decision latency
Definition: Time from first visit to inquiry/booking.
Guardrails: No rise in misroutes or safety escalations.
AI answer quality
Definition: Offline eval + human review pass rate for curated answers/guides.
Guardrails: No medical advice; privacy boundary respected.
Patient satisfaction
Definition: Post-booking CSAT/NPS for patient journey.
Guardrails: Bias/representation checks; access equity.
Cost efficiency
Definition: Revenue or bookings per AI/infra dollar.
Guardrails: Quality and safety metrics stay green.
| Metric | Definition | Guardrails |
|---|---|---|
| Qualified booking rate | Bookings that meet geo/treatment/availability criteria and pass fraud checks. | No increase in cancel rates; maintain response SLAs. |
| Decision latency | Time from first visit to inquiry/booking. | No rise in misroutes or safety escalations. |
| AI answer quality | Offline eval + human review pass rate for curated answers/guides. | No medical advice; privacy boundary respected. |
| Patient satisfaction | Post-booking CSAT/NPS for patient journey. | Bias/representation checks; access equity. |
| Cost efficiency | Revenue or bookings per AI/infra dollar. | Quality and safety metrics stay green. |
30/60/90 Plan
First 30 days
- Map current patient journeys, metrics, and pain points; review safety & privacy constraints.
- Ship a small, high-signal improvement (copy, ordering, default) with an A/B.
Days 31–90
- Own a multi-step initiative (e.g., AI-curated evaluation guide or smarter provider matching).
- Establish a metric tree and an experiment backlog; publish a public (internal) roadmap.
Requirements
Must-have
- • 4+ years as a Product Manager shipping user-facing experiences at scale.
- • Strong experimentation skills (A/B, metrics, causality basics); clear PRDs and crisp writing.
- • AI-aware product sense: knows when to use retrieval, prompts, and guardrails vs. classic UX/IR.
- • Comfort with data: funnels, cohorts, retention; partner tightly with Data/Eng.
- • Excellent collaboration across Design, Eng, Ops, and Legal.
Nice-to-have
- • Healthcare marketplace, UGC/reviews, or trust & safety experience.
- • Familiarity with privacy concepts (consent, minimization, retention), HIPAA boundary, and CPOM sensitivity.
- • Light technical depth (e.g., understands APIs, search, RAG at a conceptual level).
| Must-have | Nice-to-have |
|---|---|
|
|
AI-First Expectations (PM)
Outcomes over hype
Use AI where it measurably helps patients decide and book safely. When a simpler UX or search improvement beats AI, choose the simpler path.
- Define problems that AI can realistically improve; avoid overreach into medical advice.
- Work with Eng to set quality bars (offline eval sets, human review, red-team prompts).
- Design guardrails: privacy boundary, prompt injection resistance, safe defaults and disclosures.
- Instrument cost/latency/quality; maintain dashboards and review weekly.
- Document decisions and model/dataset provenance; plan fallbacks and rollbacks.
Privacy boundary
No medical advice. Do not route PHI or consumer health data to non-approved endpoints. Prefer retrieval of vetted content and clear hand-offs to providers.
Research, Experiments & Quality
Discovery
What you'll do: User interviews, log reads, heatmaps, support tickets; define JTBD and "critical paths."
Quality gates: Clear problem statement; ethical/privacy review.
Design
What you'll do: Low-fi → hi-fi; content and empty-state strategy; AI vs. non-AI trade-offs.
Quality gates: Legal/safety sign-off for sensitive flows; localization plan.
Experiment
What you'll do: Ship behind a flag; A/B with pre-declared metrics; run length and power checks.
Quality gates: Guardrail metrics monitored; rollback criteria defined.
Launch
What you'll do: Gradual ramp; announce changes; update help/FAQ; provider comms as needed.
Quality gates: Post-launch review; incident playbook ready.
| Phase | What you'll do | Quality gates |
|---|---|---|
| Discovery | User interviews, log reads, heatmaps, support tickets; define JTBD and "critical paths." | Clear problem statement; ethical/privacy review. |
| Design | Low-fi → hi-fi; content and empty-state strategy; AI vs. non-AI trade-offs. | Legal/safety sign-off for sensitive flows; localization plan. |
| Experiment | Ship behind a flag; A/B with pre-declared metrics; run length and power checks. | Guardrail metrics monitored; rollback criteria defined. |
| Launch | Gradual ramp; announce changes; update help/FAQ; provider comms as needed. | Post-launch review; incident playbook ready. |
Hiring Process
1) Apply
2–5 business daysResume/CV + short note on a product you shipped end-to-end and an AI decision you made (use vs. don't use).
2) Screen
~1 week30 min with recruiter/hiring manager on fit, metrics mindset, and AI fluency.
3) Deep dive
~1 weekCase study on patient journey and experimentation; writing sample (brief/PRD).
4) Practical
3–7 daysTime-boxed take-home or prior work review (includes a light eval/guardrail exercise).
5) Panel
~1 weekCross-functional conversations; collaboration, trade-offs, and ethics.
6) Offer
48–72 hoursComp band, benefits, start date. Background check post-offer where lawful.
| Step | What to expect | Typical time |
|---|---|---|
| 1) Apply | Resume/CV + short note on a product you shipped end-to-end and an AI decision you made (use vs. don't use). | 2–5 business days |
| 2) Screen | 30 min with recruiter/hiring manager on fit, metrics mindset, and AI fluency. | ~1 week |
| 3) Deep dive | Case study on patient journey and experimentation; writing sample (brief/PRD). | ~1 week |
| 4) Practical | Time-boxed take-home or prior work review (includes a light eval/guardrail exercise). | 3–7 days |
| 5) Panel | Cross-functional conversations; collaboration, trade-offs, and ethics. | ~1 week |
| 6) Offer | Comp band, benefits, start date. Background check post-offer where lawful. | 48–72 hours |
Accommodation requests: email care@clinicbooking.com with subject "Interview Accommodation".
Apply
Email your application with your resume/CV and 1–2 short case studies showing metrics impact. If available, include a sample PRD/brief and any AI trade-off analysis you've done.
Apply NowNotices
- Equal Opportunity: We welcome applicants of all backgrounds and do not discriminate on any protected basis.
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Owner/Operator: Spyface Tech Company, LLC (d/b/a "ClinicBooking"). Address: 30 N Gould St Ste N, Sheridan, WY 82801, USA · Contact: hello@spyface.com (corporate), care@clinicbooking.com (talent).