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Third Way Health · 3 days ago

Product Manager, Patient and Member Experience

Cambridge, MA

Full-time

Onsite

Mid Level

3+ years exp

Third Way Health helps medical practices across the United States improve patient experience and access while reducing the administrative burden on practices. The Product Manager will own the ongoing development of a conversational platform aimed at enhancing patient and member experiences through technology.

Health CareHospital

Responsibilities

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

Qualification

Product managementConversational AIHealthcare experienceSoftware development processesProject managementAnalytical skillsUser empathyProblem-solving skillsCommunication skillsLeadership abilities

Required

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