Critical Escalation Program Manager leading technical and business collaborations for HPE's networking division. Ensuring customer satisfaction and business continuity across critical accounts with cross - functional teams.
About the role
- Patient Engagement Program Manager at Inogen designing and executing patient engagement programs. Collaborating with cross-functional teams to enhance patient experience and retention metrics in the healthcare sector.
Responsibilities
- Design and execute programs that keep patients informed, supported, and engaged throughout their Inogen customer lifecycle
- Build and manage patient engagement programs across onboarding, education, adherence, and long-term retention
- Develop communication journeys (email, SMS, phone scripts, in-product messaging) tailored to patient milestones and needs
- Create standardized touchpoints to improve engagement, loyalty, and lifetime value
- Collaborate with product, clinical, legal, and regulatory teams to ensure messaging is accurate, compliant, and effective
- Develop or refine patient-facing educational materials (guides, videos, FAQs, step-by-step instructions)
- Analyze patient behavior, feedback, dropout points, and retention metrics to identify improvement opportunities
- Track performance against KPIs such as adherence, retention, satisfaction (NPS), activation, and program participation
- Present insights, recommendations, and program performance to leadership
Requirements
- 2–5 years of experience in patient engagement, lifecycle marketing, experience design, content development, or customer retention
- Strong understanding of customer/patient journey mapping and behavior-based communication
- Excellent communication and writing skills with the ability to translate complex concepts into simple, patient-friendly language
- Experience building email/SMS journeys, educational programs, or CRM-based automation
- Data-driven mindset with the ability to gather insights and translate them into action
- Comfortable working cross-functionally with marketing, support, product, and clinical teams
- Nice to Have: Experience in healthcare, medical devices, wellness, or regulated industries
- Background in curriculum design, education, customer success, or behavioral science
- Familiarity with HubSpot, Salesforce or similar CRM and marketing automation tools
- Understanding of retention levers (adherence, satisfaction, loyalty programs)
Benefits
- health, dental, and vision insurance
- 401(k) plan plus employer contribution and match
- generous paid leaves such as vacation and sick leave
- including paid volunteer time
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