Scaled Patient Messaging

As Product Manager, I spearheaded the expansion of our patient communication capabilities across millions of SMS and email touchpoints—a foundational step in the patient engagement workflow.

Recognizing that the digital check-in experience begins well before a patient arrives, I led the effort to design and scale proactive messaging strategies that would reach patients on their preferred channels. SMS, in particular, was critical for timely engagement but introduced complex regulatory challenges, including TCPA (Telephone Consumer Protection Act) compliance. I worked closely with legal, compliance, and engineering teams to navigate these constraints, ensuring that our solution respected opt-in requirements, messaging cadences, and consent tracking.
This project required a cross-functional approach:

• Product Strategy: Defined the end-to-end patient messaging journey, prioritizing ease of use, message deliverability, and regulatory compliance.
• Technical Leadership: Partnered with engineering to scale messaging infrastructure capable of supporting large patient volumes, with dynamic templating and robust logging.
• Regulatory Alignment: Led the product’s adherence to TCPA and other messaging standards to minimize legal risk while maximizing patient reach.
• User Experience: Collaborated with design teams to optimize message content, timing, and channel selection for maximum engagement.

The result was a scalable, compliant messaging system that significantly improved patient participation in digital check-in. This advancement not only reduced administrative burden but also contributed to higher completion rates in the broader digital care journey.