Patient Lifecycle Communications Lead

About the role

You will own the end to end communications strategy for patients using OpenLoop telehealth platform. This role requires you to design and manage the full spectrum of patient facing messaging. You will translate complex clinical workflows into clear and compassionate communications that patients can easily understand. You will be responsible for ensuring patients always know what to expect next in their care journey. Your work will directly influence patient trust, engagement, and retention across multiple care programs. You will act as the central communications strategist for a platform serving hundreds of thousands of patients monthly. This position demands a high level of ownership and strategic thinking to protect the patient experience.

Key facts

What you'll do

• Patient Communications Ownership: You will manage email and SMS communications for OpenLoop patients across multiple care programs, including onboarding flows, refill reminders, clinical appointment reminders, care coaching reminders, and other key patient touchpoints.
• Lifecycle Messaging Strategy: You will own and improve patient messaging across the full patient journey, ensuring patients understand their care program, know what steps to take next, and feel supported throughout their experience with OpenLoop clients.
• Patient Experience Improvement: You will work closely with Support, Customer Success, Clinical Operations, Product, and other internal teams to deeply understand patient questions, friction points, and recurring issues, then translate those insights into clearer communications and a better patient portal experience.
• Patient Portal Advocacy: You will view the entire patient portal experience through the eyes of the patient, identifying opportunities every week to make the experience easier, clearer, and more intuitive.
• Patient Voice Leadership: You will serve as a strong advocate for the patient across internal teams, bringing a patient-first perspective to how we design communications, workflows, portal experiences, and lifecycle touchpoints.
• Communication Framework Development: You will help create communication frameworks for abandoned cart, patient re-engagement, refill, retention, and cross-sell programs.
• Experimentation & Optimization: You will run tests and experiments across patient messaging, cadence, channel, and timing to continuously improve engagement, conversion, retention, and patient outcomes.
• Data-Driven Iteration: You will use quantitative performance data and qualitative patient feedback to understand what is working, what is not, and where communications can better support patients in taking the right next step in their care journey.
• Cross-Functional Collaboration: You will partner closely with Support, Customer Success, Product, Clinical Operations, Marketing, and Operations to improve the end-to-end patient experience across OpenLoop client programs.
• AI-Enabled Execution: You will use AI tools and custom AI workflows to accelerate research, messaging development, analysis, and iteration across patient communications.

Requirements

• 5+ years of lifecycle marketing or patient communications experience, ideally in healthcare, health tech, telehealth, SaaS, or another complex customer experience environment.
• 5+ years experience with patient engagement, CRM, marketing automation, or lifecycle communication platforms.
• Proven experience managing complex lifecycle programs that span multiple stages of the customer or patient journey, from onboarding and activation through retention, re-engagement, and expansion.
• Strong conversion-focused copywriting experience, with the ability to deeply understand an audience, write messaging that feels clear and reassuring, and move people toward a desired action.
• You are part copywriter, part lifecycle strategist, and part AI agent manager, with the ability to combine strong human judgment with AI-enabled workflows to improve speed, quality, and outcomes.
• You are a power user of AI and are comfortable building custom AI agents or workflows informed by deep research, clear problem definition, desired outcomes, and ongoing performance data.
• Strong analytical skills to interpret patient behavior and communication performance, using data to drive decisions and improvements.
• Excellent written and verbal communication skills, with a demonstrated ability to simplify complex information for diverse audiences.
• Ability to manage multiple priorities in a fast paced environment while maintaining attention to detail and high quality standards.
• Comfortable working autonomously and collaboratively in a fully remote environment.

Practical notes

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