Jeremy M Coad

Product Owner - Healthcare Technology

Leading product discovery, prioritization, and delivery for healthcare organizations focused on improving patient experiences.

Known for aligning stakeholders, simplifying complexity, and turning strategy into successful product outcomes.

Hobbies

👋 Hello, my name is Jeremy Coad.

I’m naturally curious about how things work—whether building solutions professionally or taking things apart just to understand them. Outside of work, I value family, music, and time with my guitar, which gives me space to think and reset. I enjoy working with my hands, tinkering, and solving problems. Travel and nature keep me grounded and curious, and I try to carry that same curiosity and hands-on mindset into everything I do.

About

Product Owner with 10+ years of experience delivering digital products and patient engagement solutions, with a strong focus in healthcare technology and patient experience platforms.

Proven ability to lead product strategy, translate complex clinical and operational needs into scalable solutions, and deliver measurable improvements in access, engagement, and revenue cycle performance.

Experienced working in HIPAA-compliant environments, aligning cross-functional stakeholders, and driving outcomes across patient engagement, CRM, and digital health ecosystems.

Core Competencies

Designing and delivering unified healthcare engagement platforms across fragmented EMR, CRM, and contact center systems
Translating product intent into scalable workflows on CDP-driven architectures (e.g., Twilio Segment) for patient data unification and activation
Improving agent and clinician efficiency through role-based dashboards, streamlined patient context, and reduced system switching
Driving cross-functional delivery as a Product Owner using Agile/Scrum, balancing stakeholder priorities with incremental release planning
Defining end-to-end patient journey experiences across messaging, scheduling, and support channels with a focus on usability and accessibility
Partnering with engineering to shape maintainable product structures, clear acceptance criteria, and production-ready delivery pipelines

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Experiences

10/2023 - PRESENT
EyeCare Partners

Product Owner · Patient Engagement Platforms

Spearheaded product strategy and delivery for HIPAA-compliant patient engagement systems, including a contact center UI with messaging automation and a patient portal integrated with healthcare EMR systems.

Defined and prioritized product requirements across stakeholders in Contact Center, Operations, Marketing, Legal/Compliance, and Revenue Cycle Management, aligning cross-functional teams around shared delivery goals
Partnered with DevOps, Enterprise Architecture, Cloud Security, and Infrastructure teams to ensure scalable, secure, and compliant system design
Led agile delivery practices, managed product backlogs, and drove roadmap execution to improve patient experience and operational efficiency across healthcare workflows

Product Strategy
Product Roadmapping
Product Management
Agile Methodologies
Backlog Management

10/2022 - 9/2023
EyeCare Partners

Customer Relationship Manager - Healthcare Marketing Technology

Managed enterprise CRM strategy and marketing automation across a multi-brand healthcare organization.

Designed and implemented CRM platform (Cordial) supporting patient communication at scale
Built automated patient engagement workflows (appointment reminders, confirmations, follow-ups)
Developed targeted campaigns to improve patient retention, reactivation, and service utilization
Enabled data-driven segmentation and personalization across 350+ locations

Customer Relationship Management (CRM)
Email Marketing
Stakeholder Management
Patient Journey Mapping

1/2022 - 7/2022
EyeCare Partners

Marketing Project Manager - Digital Health Initiatives

Supported enterprise digital transformation initiatives focused on patient experience and digital presence.

Led implementation of customer experience platform (Sprinklr) across 55+ healthcare brands
Deployed digital presence management (Yext) to improve patient access and local SEO
Contributed to patient journey mapping and experience optimization initiatives
Supported clinical growth programs, contributing to 1.5% increase in procedure conversion rates

Strategic Initiatives
Digital Transformation
Customer Experience Strategy
Product Implementation

1/2022 - 7/2022
The Eye Institute of West Florida

Marketing Manager - Eyecare Services

Led digital strategy and patient engagement initiatives for a multi-location specialty practice.

Increased online appointment bookings by 56% through digital transformation initiatives
Improved patient portal adoption by 30% via UX improvements and communication strategies
Reduced no-show rates by 1.3% using automated patient reminder systems
Implemented CRM and lead management workflows to improve conversion rates
Increased patient satisfaction and online reputation (10x growth in positive reviews)
Optimized paid search campaigns, increasing ROI by 28%

Patient Acquisition
Patient Experience Optimization
Digital Strategy
Patient Engagement Strategy

Featured Projects

Streamlined Patient Scheduling Modal

2026

Challenge

Healthcare organizations often relied on fragmented scheduling workflows that forced patients to navigate multiple pages or external systems to book appointments. This created friction in the patient journey, leading to drop-offs, reduced conversion from digital traffic, and inconsistent scheduling experiences across locations. Internally, scheduling complexity also made it difficult to optimize for availability, reduce friction, and ensure real-time accuracy across practice management and EMR systems.

Solution

Redesigned the online appointment scheduling experience into a streamlined, user-facing modal embedded directly within the marketing website. The new flow prioritized the next available appointment and simplified booking into a guided, step-by-step experience: enter ZIP code, select location, choose available time slot, and submit patient information. Integrated real-time scheduling capabilities with practice management and EMR systems to ensure accurate availability and immediate booking confirmation. The modal-based experience reduced context switching, improved usability, and aligned the scheduling journey with modern consumer expectations for fast, mobile-friendly interactions.

Impact

Increased appointment conversion by reducing friction in the booking journey and improving visibility of next available appointments. Improved patient experience through a faster, more intuitive scheduling flow that required fewer steps and less cognitive load. Enhanced operational efficiency by enabling real-time scheduling sync with downstream clinical systems, reducing manual coordination and scheduling errors while increasing utilization of available appointment slots.

Technologies / Tools

Frontend

Next.js Microservice
CSRF
Smarty
Google Maps
Google Captcha

Backend

Spring Boot
Amazon EKS
Amazon RDS

Enterprise Patient CRM & Contact Center Platform

2025

Challenge

Healthcare organizations often manage patient communications, care coordination, and contact center operations across disconnected systems, creating fragmented experiences for both patients and support teams. Agents lacked a unified view of patient information and engagement history, making it difficult to deliver efficient, personalized support.

Solution

Designed and delivered a patient engagement and contact center platform built on the Twilio Segment CDP that unified patient profiles, appointment management, communication history, and omnichannel engagement tools into a single interface. The solution enabled care teams to seamlessly manage patient interactions across phone, SMS, email, and web channels while leveraging centralized patient data to support coordinated care and personalized outreach.

Impact

Improved operational efficiency by streamlining agent workflows and providing a comprehensive view of patient interactions within a single platform. Reduced average handling times, increased first-contact resolution rates, and enhanced the patient experience through more timely, personalized, and consistent engagement across all communication channels.

Technologies / Tools

Applications

Twilio Segment CDP
Twilo Programmable Messaging
Twilio Flex
Cordial
PostGrid

Framework

CDP Microservice
Kafka
React Components
Node.js

PM/EMR Integrated Patient Portal

2024

Challenge

Patients needed a seamless digital experience that connected appointment scheduling, medical records, prescriptions, and purchasing workflows across multiple disconnected systems, while providers required secure integration with practice management (PM) and electronic medical record (EMR) platforms.

Solution

Designed and delivered an integrated patient portal that unified PM and EMR data into a single self-service experience. The platform enabled patients to schedule appointments online, access prescriptions, review medical records and after-visit summaries, view saved quotes and orders, and seamlessly connect to a third-party eCommerce storefront for contact lenses and over-the-counter products. The solution leveraged real-time integrations to ensure accurate patient, clinical, and transactional data across systems.

Impact

Enhanced patient engagement by providing convenient 24/7 access to healthcare and purchasing services through a single portal experience. Increased online appointment bookings and digital self-service adoption, reduced administrative workload for practice staff, and improved patient satisfaction through greater transparency, accessibility, and continuity of care.

Technologies / Tools

Frontend

Next.js Microservice
JWT
CSRF
Smarty
Google Maps
Google Captcha

Backend

Spring Boot
Amazon EKS
Amazon RDS
KeyCloak