<p>Overview</p> <p>The Product Manager, Practice Management & Front-End Operations is responsible for optimizing AFC's core practice management ecosystem - the systems, workflows, and tools that power scheduling, patient intake, insurance verification, collections, and overall clinic efficiency.</p> <p>This role blends product management, operations enablement, and technology delivery, ensuring that AFC's Practice Management System (PMS) and associated digital tools enable seamless clinic operations, reduce administrative burden, and drive measurable revenue performance.</p> <p>Core Responsibilities</p> <ol> <li>Practice Management Systems Ownership </li></ol> <ul> <li>Serve as the product owner for AFC's Practice Management System (Experity or equivalent), including scheduling, visit creation, charge capture, insurance verification, and checkout. </li><li>Partner with vendors, IT, and operations teams to optimize system configurations, workflows, and integrations across clinical, billing, and reporting layers. </li><li>Evaluate enhancement requests and coordinate release priorities aligned to organizational impact. </li><li>Maintain governance of clinic-level setup (e.g., templates, visit types, payer configurations, user permissions, roles, and rulesets). </li></ul> <ol start="2"> <li>Front-End Operations & Workflow Optimization </li></ol> <ul> <li>Redesign patient access workflows - from appointment scheduling and check-in to insurance eligibility, collections, and checkout. </li><li>Develop scalable playbooks and change management plans for front-desk operations, including training, SOPs, and adoption of digital tools (kiosks, queue boards, text alerts). </li><li>Ensure alignment between patient flow, clinical handoff, and RCM processes to minimize rework, errors, and revenue leakage. </li></ul> <ol start="3"> <li>Operational Enablement & Clinical Support </li></ol> <ul> <li>Translate operational challenges from clinics into product requirements and workflow enhancements. </li><li>Work closely with clinic managers, medical assistants, and front-desk staff to uncover friction points and test new solutions. </li><li>Enable clinical throughput and back-office efficiency by aligning workflows, forms, and systems to staff roles. </li></ul> <ol start="4"> <li>Data, Reporting, and Continuous Improvement </li></ol> <ul> <li>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. </li><li>Use data insights to prioritize roadmap initiatives and validate ROI of implemented changes. </li><li>Champion continuous improvement - piloting new tools and rolling out process changes that enhance revenue and experience. </li></ul> <ol start="5"> <li>Technology Integration & Digital Tooling </li></ol> <ul> <li>Collaborate with internal developers and vendors to integrate PMS with other key systems (RCM, Solv, Waystar, Experity BI, patient engagement tools, etc.). </li><li>Evaluate opportunities for automation and AI assistance (e.g., eligibility validation, coding prompts, digital queue management). </li><li>Document technical and operational dependencies to ensure sustainable scalability across clinics. </li></ul> <p>Qualifications</p> <ul> <li>Bachelor's degree in Business, Healthcare Administration, or related field; MBA/MHA preferred. </li><li>5-8 years of experience in product management, healthcare operations, or practice management system administration. </li><li>Deep understanding of practice management workflows: scheduling, registration, eligibility, charge capture, and billing. </li><li>Familiarity with EMR/PMS platforms (Experity, Athena, eClinicalWorks, etc.) and RCM systems (Waystar, Availity). </li><li>Strong analytical, communication, and process design skills. </li><li>Proven track record driving adoption and ROI for operational technology in multi-site healthcare settings. </li></ul> <p>Key Success Metrics</p> <ul> <li>Reduction in manual steps or duplicate data entry across intake and checkout workflows. </li><li>Improvement in eligibility accuracy, POS collections, and scheduling utilization. </li><li>Increased clinic adoption of standardized practice management processes. </li><li>Measurable gains in throughput, patient satisfaction, and revenue realization. </li><li>Reduction in support tickets and rework related to front-end workflows. </li></ul> <p>Why This Role Matters</p> <p>The Practice Management & Front-End Operations Product Manager ensures AFC's clinics operate with clarity, consistency, and speed, connecting front-desk, clinical, and billing workflows through modernized systems and innovative processes. This role is pivotal in transforming AFC's operational model from reactive, manual, and reactive to data-driven, digital-first, and revenue-optimized.</p> <p>This is a remote position.</p> <p>Compensation: $125,000.00 - $150,000.00 per year</p> <p>We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.</p> <p>PS: It's All About You!</p> <p>American Family Care has pioneered the concept of convenient, patient-centric healthcare. Today, with more than 250 clinics and 800 in-network physicians caring for over 6 million patients a year, AFC is the nation's leading provider of urgent care, accessible primary care, and occupational medicine. Ranked by Inc. magazine as one of the fastest-growing companies in the U.S., AFC's stated mission is to provide the best healthcare possible, in a kind and caring environment, while respecting the rights of all patients, in an economical manner, at times and locations convenient to the patient.</p> <p>If you are looking for an opportunity where you can make a difference in the lives of others, join us on our mission. We invite you to grow with us and experience for yourself the satisfying and fulfilling work that the healthcare industry provides.</p> <p>Please note that a position may be for a company-owned or franchise location. Each franchise-owned and operated location recruits, hires, trains, and manages their own employees, sets their own employment policies and procedures, and provides compensation and benefits determined by that franchise owner. Company-owned locations provide a comprehensive benefits package including medical, dental, vision, disability, life insurance, matching 401(k), and more.</p> <p>We are an Equal Opportunity Employer.</p>