You are the PM for CareLink, a Series D digital health company that provides virtual primary care and chronic-condition management for employers and health plans. CareLink has 12M covered lives, 2.4M monthly active members, and generates revenue through per-member-per-month (PMPM) contracts plus performance bonuses tied to clinical outcomes.
CareLink’s flagship product is a member app that supports appointment booking, asynchronous messaging with clinicians, medication reminders, and lab results. The company is preparing for a major contract renewal with a top-5 national insurer. A key renewal condition is demonstrating measurable improvements in care continuity and member trust.
CareLink competes with Teladoc, Amazon Clinic, and several regional provider networks. In the last 2 quarters, competitors have launched “instant visit” experiences and more transparent clinical follow-ups. CareLink’s differentiation is longitudinal care, but recent member feedback suggests the experience feels fragmented.
| Persona | Segment size | Primary job-to-be-done | What they complain about |
|---|---|---|---|
| Busy parent managing family care | 32% | “Get care quickly without re-explaining history” | “I repeat myself every visit; follow-ups slip.” |
| Chronic condition member (diabetes/hypertension) | 26% | “Stay on track between visits” | “Reminders and lab follow-ups are inconsistent.” |
| First-time telehealth user | 18% | “Feel safe and confident this is real care” | “I’m not sure what happens after the visit.” |
| High utilizers (5+ visits/year) | 9% | “Have a single care plan that persists” | “Care team changes; notes aren’t connected.” |
CareLink committed to a 90-day roadmap called Continuity 90 to improve care continuity and reduce avoidable follow-up gaps.
Quantitative signals:
The Continuity 90 roadmap includes:
You lead a cross-functional squad of 1 EM, 6 engineers (4 backend, 2 mobile), 1 designer, 1 data analyst, 1 QA. One backend engineer, Alex, has been consistently underperforming for ~10 weeks:
At the same time, Alex owns a critical part of the clinician follow-up automation service. Reassigning the work could delay Continuity 90 and jeopardize the insurer renewal.
As the PM, walk through how you would handle this situation while keeping the product on track:
Your interviewer will look for a structured approach that treats this as a product problem (risk, outcomes, prioritization, stakeholder management) while demonstrating strong people judgment and collaboration with the EM.