Product Manager, Patient and Member Experience - Cambridge - Third Way Health

    Third Way Health
    Third Way Health Cambridge

    1 week ago

    Description

    Product Manager

    Third Way Health helps medical practices across the United States improve patient experience and access while reducing the administrative burden on practices. We enable practices to enhance the experience of their patients by providing them with a leading front office management platform, supported by a world-class team of service representatives. What unites us is our passion to support providers and help patients from all backgrounds to have a better healthcare experience.

    We are looking for a full-time Product Manager to join our team in Cambridge, Massachusetts. You will own the ongoing development of our conversational platform that helps medical practices take calls, schedule appointments, confirm insurance coverage, and follow-up with patients about their care. The ideal candidate will have a deep understanding of the workflows that support the front office experience, and be passionate about improving patient and member experience through thoughtful application of technology.

    Primary Job Duties

    • Define use cases and execute the product roadmap for multimodal (voice, SMS) conversational experiences with patients and members.
    • Conduct pragmatic internal/external user research and gather feedback to identify pain points and opportunities for enhancing the impact of our conversational platform.
    • Drive the end-to-end development process for new features and improvements, including ideation and analysis, design and development, user validation and launch.
    • Collaborate across product, operations, and commercial teams to demonstrate the value of our conversational platform to new and existing customers.
    • Own the definition and delivery of key performance indicators (KPIs) that translate platform enhancements to operating efficiencies, customer retention and growth.
    • Contribute to the company's internal and external communications on conversation voice, incorporating industry trends, competitive analysis, and regulatory insights to inform product strategy.

    Desired Qualifications

    • Bachelor's or Master's degree in Business, Healthcare Administration, Computer Science, Engineering, or a related field.
    • 3+ years of product management experience delivering AI-enabled customer service; healthcare and electronic health record (EHR) experience a plus.
    • Fluency with conversational AI and voice infrastructure, including performance limitations and guardrail considerations.
    • Proven track record of delivering digital products or services that have led to measurable business improvements.
    • Strong understanding of software development processes and methodologies, with experience scaling products from early stage to high-volume production environments.
    • Excellent analytical, problem-solving, and project management skills.
    • Exceptional communication and "360 leadership" abilities, across teams and functions.
    • Deep empathy for users and passion for enhancing their experience through technology.

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