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

Role overview

Product Manager, Practice Management & Front-End Operations is responsible for optimizing AFC’s practice management ecosystem—the workflows and tools that support scheduling, patient intake, insurance verification, collections, and clinic efficiency. The role blends product management, operations enablement, and technology delivery to reduce administrative burden and drive measurable revenue performance.

Core responsibilities

Practice Management Systems Ownership

• Serve as product owner for AFC’s Practice Management System (Experity or equivalent) across:
  • scheduling
  • visit creation
  • charge capture
  • insurance verification
  • checkout
• Partner with vendors, IT, and operations to optimize configurations, workflows, and integrations across clinical, billing, and reporting.
• Evaluate enhancement requests and set release priorities based on organizational impact.
• Maintain governance of clinic-level setup (e.g., templates, visit types, payer configurations, user permissions/roles, rulesets).

Front-End Operations & Workflow Optimization

• Redesign patient access workflows from appointment scheduling through check-in, eligibility, collections, and checkout.
• Build scalable playbooks and change management for front-desk operations (training, SOPs, adoption of digital tools like 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 clinic operational challenges into product requirements and workflow improvements.
• Work with clinic managers, medical assistants, and front-desk staff to identify friction points and test solutions.
• Align workflows, forms, and systems to staff roles to improve throughput and back-office efficiency.

Data, Reporting, and Continuous Improvement

• Partner with BI to define and track metrics such as:
  • front-desk accuracy
  • visit throughput
  • no-show rates
  • POS collection percentages
• Use insights to prioritize roadmap initiatives and validate ROI.
• Pilot new tools and roll out process changes that improve revenue and patient experience.

Technology Integration & Digital Tooling

• Collaborate with internal developers and vendors to integrate PMS with key systems (e.g., RCM and related platforms; includes examples listed in the posting).
• Identify opportunities for automation/AI assistance (e.g., eligibility validation, coding prompts, digital queue management).
• Document technical and operational dependencies to support scalable rollout across clinics.

Qualifications

• 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, billing
• Familiarity with EMR/PMS platforms (e.g., Experity, Athena, eClinicalWorks) and RCM systems (e.g., Waystar, Availity).
• Strong analytical, communication, and process design skills.
• Proven record driving adoption and ROI for operational technology in multi-site healthcare environments.

Key success metrics (examples)

• Reduction in manual steps/duplicate entry across intake and checkout
• Improved eligibility accuracy and POS collections
• Increased adoption of standardized practice management processes
• Gains in throughput, patient satisfaction, and revenue realization
• Reduced support tickets and rework tied to front-end workflows