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American Family Care · 1 month ago

Product Manager, Practice Management & Front-End Operations

United States

Full-time

Remote

Mid, Senior Level

$125K/yr - $150K/yr

5+ years exp

American Family Care is a leading provider of urgent care and primary care services, seeking a Product Manager for Practice Management & Front-End Operations. This role focuses on optimizing practice management systems and workflows to enhance clinic efficiency and revenue performance.

Health CarePrimary and Urgent Care

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)

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

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

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

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