Product Manager – Patient Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the patient experience associated with Collectly's AI agent, Billie.

• Drive product discovery efforts in collaboration with billing leaders, support managers, and front-desk personnel.

• Transform customer insights into a prioritized roadmap focused on enhancing the patient experience.

• Identify patient scenarios, questions, staff transitions, and obstacles that influence the quality of the experience.

• Create proactive patient outreach strategies based on channel, timing, audience, and messaging.

• Evaluate the impact on patient satisfaction and revenue collection.

• Define and manage patient-facing product metrics, such as escalation rate, self-service rate, patient satisfaction, and payment outcomes.

• Analyze data from the data warehouse, reviewing real patient interactions and agent performance.

• Develop prototypes using AI tools before finalizing product specifications.

• Collaborate with engineering on agent behavior, prompts, EHR and practice-management integrations, and human-in-the-loop workflows.

• Expand successful configurations into features that can be utilized across the customer base.

• Oversee technical customer projects, including customer launches and the implementation of new capabilities.

• Manage the initial weeks following the go-live phase.

• Keep updated case studies, working demos, and sales playbooks for pre-service and patient support.

• Within six months, establish exemplary patient-experience cases, enhance the product, design and assess outreach processes, boost support resolution rates, and refresh customer-facing materials.

⛳️ Requirements

• Must have experience in US healthcare, including RCM, eligibility, claims, payments, and payer-provider workflows.

• Over 3 years of product management experience in technical B2B products, with full accountability for development and strategic direction.

• Proven history of achieving quantified business outcomes such as revenue growth, cost reduction, conversion rates, automation, or efficiency improvements.

• Direct experience engaging with B2B customers; enterprise experience is preferred.

• Experience in launching new products, not just features within existing offerings.

• Proficient with AI tools; capable of building prototypes and conducting analyses using Claude or similar platforms.

• Strong analytical abilities; comfortable with coding and SQL in AI environments while conducting personal analyses.

• Must be able to travel to San Francisco for an onsite interview.

• Skilled in customer discovery.

• Proficient in product ownership and decision-making.

• Committed to data-driven decision-making processes.

• Demonstrates analytical depth and curiosity.

• Experienced in leading technical customer projects.

• Possesses a hands-on mindset.

• Previous experience in engineering, data science, or analytics is preferred.

• Background in startups or small product teams; experience as a founder or in early-stage companies is a plus.

• Familiarity with AI/ML products is preferred.

🏝️ Benefits

• Unlimited paid time off (PTO).

• Comprehensive medical, dental, and vision insurance fully covered for you and your dependents.

• Stock options available.

• 401(k) plan with a generous company match.

• Contributions towards student loan repayments.

• Competitive compensation range: $160,000 - $210,000 per year.

• Travel expenses for onsite interviews covered.