Future Opening: Product Manager, Practice Management & Front-End Operations

American Family Care is a leading provider of urgent care and accessible primary care, with a mission to deliver the best healthcare possible. The Product Manager, Practice Management & Front-End Operations is responsible for optimizing the practice management ecosystem, ensuring seamless clinic operations, and driving revenue performance through effective product management and operational enablement.

Responsibilities:

• Practice Management Systems Ownership
• Serve as the product owner for AFC’s Practice Management System (Experity or equivalent), including scheduling, visit creation, charge capture, insurance verification, and checkout
• Partner with vendors, IT, and operations teams to optimize system configurations, workflows, and integrations across clinical, billing, and reporting layers
• Evaluate enhancement requests and coordinate release priorities aligned to organizational impact
• Maintain governance of clinic-level setup (e.g., templates, visit types, payer configurations, user permissions, roles, and rulesets)
• Front-End Operations & Workflow Optimization
• Redesign patient access workflows — from appointment scheduling and check-in to insurance eligibility, collections, and checkout
• Develop scalable playbooks and change management plans for front-desk operations, including training, SOPs, and adoption of digital tools (kiosks, queue boards, text alerts)
• Ensure alignment between patient flow, clinical handoff, and RCM processes to minimize rework, errors, and revenue leakage
• Operational Enablement & Clinical Support
• Translate operational challenges from clinics into product requirements and workflow enhancements
• Work closely with clinic managers, medical assistants, and front-desk staff to uncover friction points and test new solutions
• Enable clinical throughput and back-office efficiency by aligning workflows, forms, and systems to staff roles
• Data, Reporting, and Continuous Improvement
• Partner with the BI team to define and track key metrics such as front-desk accuracy, visit throughput, no-show rates, and POS collection percentages
• Use data insights to prioritize roadmap initiatives and validate ROI of implemented changes
• Champion continuous improvement — piloting new tools and rolling out process changes that enhance revenue and experience
• Technology Integration & Digital Tooling
• Collaborate with internal developers and vendors to integrate PMS with other key systems (RCM, Solv, Waystar, Experity BI, patient engagement tools, etc.)
• Evaluate opportunities for automation and AI assistance (e.g., eligibility validation, coding prompts, digital queue management)
• Document technical and operational dependencies to ensure sustainable scalability across clinics

Requirements:

• Bachelor's degree in Business, Healthcare Administration, or related field; MBA/MHA preferred
• 5–8 years of experience in product management, healthcare operations, or practice management system administration
• Deep understanding of practice management workflows: scheduling, registration, eligibility, charge capture, and billing
• Familiarity with EMR/PMS platforms (Experity, Athena, eClinicalWorks, etc.) and RCM systems (Waystar, Availity)
• Strong analytical, communication, and process design skills
• Proven track record driving adoption and ROI for operational technology in multi-site healthcare settings