Product Manager, Patient Communications

November 10

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Luma Health

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Healthcare Insurance • SaaS • Artificial Intelligence

Luma Health is a company specializing in providing an AI-powered Patient Success Platform that enhances healthcare delivery by optimizing patient engagement and operational workflows. Their solutions include scheduling, waitlist management, automatic reminders, digital communication, and EHR integration to improve efficiency and outcomes in healthcare organizations. Luma Health serves a range of healthcare providers including enterprise health systems, specialty groups, and regional and rural care providers, enabling them to streamline processes and increase patient satisfaction and retention.

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Own the vision & roadmap for Reminders & Recalls, Navigator, and Broadcast across SMS/MMS, email, voice, and emerging channels (e.g., RCS, Apple Messages for Business). • Scale the AI Agent (Navigator): define intents/skills, guardrails, escalation paths to staff, closed-loop tasks, prompt & tool design, evaluation harnesses, and safety reviews for PHI. • Customer discovery & UX: run research with patients, front-desk teams, and care ops; convert insights into simple, resilient flows and accessible messaging. • Insights & experimentation: define KPIs, instrumentation, and A/B tests; analyze funnel drop-offs, carrier blocks, time-of-day effects, and cohort performance to drive roadmap. • Go-to-market readiness: partner with CS/Sales/Marketing on packaging, pricing, enablement, and launch plans; create demos, ROI stories, and migration paths from legacy flows. • Cross-functional leadership: coordinate with Engineering, Security, Legal/Compliance, Support, and Partnerships. • Deliver measurable outcomes: lower no-show rates, increase recall reactivation, improve response and completion rates, raise agent containment, and keep opt-outs and failure rates low.

🎯 Requirements

• 3+ years of experience in product management in messaging, communications platforms, healthcare SaaS, or adjacent domains shipping customer-facing products at scale. • BA/BS Degree required • Experience in gathering business insights and identifying trends from data • Ability to use data to inform and support critical decisions • SQL skills highly preferred • Entrepreneurial minded self-starter who is able to function in a lean product management structure in a company with aggressive growth goals • Superior communication, presentation and interpersonal skills. • Demonstrable experience positioning and launching differentiated B2B software that exceeds business expectations (ideally in healthcare). • Organized, detail-oriented, and motivated team player with a positive attitude. • Ability to work in a fast-paced team environment. • Hands-on with LLM/AI products (prompt design, tools/integrations, evaluation, red-teaming, safety guardrails) and clear criteria for human escalation. • Ability to write clear PRDs and sequence complex deliveries. • Proven ability to lead cross-functional teams, influence without authority, and communicate crisply with executives and customers.

🏖️ Benefits

• Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs. • Work Life Balance • Flexible Time Off • Wellness Programs • Discounted Perks • 401(k) and Company Equity