About the Role

Inogen is seeking a Patient Engagement Program Manager to design and execute programs that keep patients informed, supported, and engaged throughout their Inogen customer lifecycle. Unlike a frontline support role, this position focuses on building structured programs, communication workflows, educational content, and retention strategies that improve customer experience and long-term loyalty.

You’ll work as a member of the Direct-to-Consumer marketing team and cross-functionally with Patient Services, Product, Clinical, and Sales teams to identify patient needs, create meaningful engagement moments, and drive measurable improvements in satisfaction, adherence, and retention.

What You’ll Do

Program Development & Lifecycle Management

• 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.

Patient Education & Content Creation

• Develop or refine patient-facing educational materials (guides, videos, FAQs, step-by-step instructions).
• Identify common barriers to understanding or adherence and build tools to address them.
• Partner with clinical team to write patient-friendly, accessible resources.

Insights & Experience Improvement

• Analyze patient behavior, feedback, dropout points, and retention metrics to identify improvement opportunities.
• Conduct research, listening sessions, or surveys to understand patient needs and pain points.
• Propose and test new engagement strategies, content formats, or programs.

Cross-Functional Collaboration

• Work closely within the DTC marketing team to align brand messaging and campaigns with patient journeys.
• Partner with Patient Services to ensure programs reflect real needs and reduce inbound support volume.
• Collaborate with legal, compliance, regulatory, and medical affairs to ensure messaging aligns with external facing communication, advertising and promotional guidelines.

Measurement & Reporting

• Track performance against KPIs such as adherence, retention, satisfaction (NPS), activation, and program participation.
• Present insights, recommendations, and program performance to leadership.
• Optimize engagement programs based on data, testing, and patient feedback.

What We’re Looking For

• 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).

Why Join Us

• Shape patient communication and engagement programs with meaningful, real-world impact.
• Build processes and programs that directly influence patient outcomes and business growth.
• Work in a mission-driven environment with a supportive, collaborative team.