Job Description
Note: The job is a remote job and is open to candidates in USA. 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
- Skills
- 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
- Benefits
- Medical
- Dental
- Vision
- Disability
- Life insurance
- Matching 401(k)
- And more
- Company Overview
- American Family Care is a medical practice offering occupational health services. It was founded in 1982, and is headquartered in Birmingham, Alabama, USA, with a workforce of 1001-5000 employees. Its website is https://www.afcurgentcare.com.
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