User Engagement Manager

Embla Medical•Orlando, FL

About The Position

The User Engagement Manager is a strategic leadership role responsible for overseeing and managing patient-centered programs across diverse regions. This position serves as the critical link between global strategy and local execution, ensuring that patient acquisition and interaction programs are effectively implemented to drive clinic growth and enhance patient outcomes. The Manager will own the direct patient interaction lifecycle, from initial outreach through long-term retention.

Requirements

Bachelor’s Degree: Required in Business, Marketing, Healthcare Administration, or a related field.
Professional Experience: 5–7 years of experience in program management, patient advocacy, or healthcare business development.
Healthcare Industry Knowledge: Proven experience working within the medical device, O&P (Orthotics and Prosthetics), or healthcare services industry, with a focus on patient-centered care.
Regional Management: Experience managing programs across geographically dispersed regions and acting as a liaison for a global organization.
Program Design & Implementation: Ability to launch and scale complex initiatives
Marketing Communication (MarCom) Literacy: Strong experience in briefing creative teams to develop collateral that translates complex patient journeys into accessible literature.
Strategic Relationship Management: Demonstrated success in building trust with clinical partners (CPOs) and leading collaborative boards, such as a Clinician Advisory Board.
Operational Oversight: Proficiency in managing CRM systems or patient intake portals to ensure high-touch engagement and 24-hour response standards.
Patient Journey Mapping: Expertise in overseeing multi-month support journeys, including check-ins for mental health, socket fit, and reimbursement.
Compliance & Advocacy Knowledge: Familiarity with non-clinical reimbursement guidance, funding navigation, and patient advocacy resources.
Communication Mastery: Exceptional verbal and written communication skills for piloting call scripts and presenting program value propositions to clinicians.

Responsibilities

Oversee the implementation of regional patient acquisition programs.
Act as the primary connection point between global initiatives and regional teams to ensure alignment with organizational standards while adapting to local market needs.
Develop and submit formal briefs to the Marketing Communications (MarCom) team to request new collateral, literature, and digital assets.
Identify gaps in current patient-facing materials based on regional feedback and "struggling" patient data.
Ensure all new literature supports the patient journey, covering topics such as liner care, peer support, and reimbursement guidance.
Manage direct-to-patient programs, including outbound educational calls, non-clinical support systems, and proactive outreach for product renewals (e.g., liners, feet, and knees).
Partner with clinicians (CPOs) to integrate support programs as a valuable extension of their clinics, helping them identify "struggling" patients early and drive revenue through improved retention.
Collaborate with clinician advisory boards to pilot new call scripts, integrate regional feedback, and refine programs to better solve clinical and patient challenges.
Ensure a seamless referral process, maintaining a standard of contacting referred patients within 24 hours to begin their educational journey.