Senior Product Manager - Client Experience - Remote
About Thriveworks
Thriveworks is a leading mental health provider with over 310 centers, 2,200 clinicians, and a robust virtual counseling business serving hundreds of thousands of clients. Our mission is to help people live happy and successful lives by making high-quality counseling and psychiatry services accessible and affordable. We believe that everyone can benefit from working with a skilled therapist, counselor, or life coach, and strive to ensure that people all across the country have that very opportunity. Thriveworks' licensed clinicians are in-network with major insurance plans and provide in-person and online care for depression, anxiety, trauma, stress, relationship issues, and more.
About the Job
We are looking for an experienced Product Manager to drive product strategy and delivery to ensure existing clients have a seamless experience with Thriveworks. We want to reduce the administrative burden for both clients and Thriveworks staff so everyone can focus on what matters. You will work closely with the call center team and our revenue cycle team to understand and impact the support and billing experience that clients have with Thriveworks.
Things you may work on
Returning patient experience
The patient portal
How patients manage their schedule
Insurance verification
Billing statements and billing transparency for patients
Empowering our call center agents
The patient communication journey
Outcomes you will impact
CSAT
Retention
Show rate
Call center agent satisfaction
Average handle time
First call resolution
Your day-to-day is
Working closely with our front-line support staff to understand client pain points
Working with our billing team to identify opportunities to improve our revenue cycle process - especially where it intersects with the client experience
Building consensus around the product roadmap and communicating the vision across the organization in an inspirational and understandable way
Engaging our operational partners across the organization
Partnering with design on user research and discovery
Partnering with engineering to understand technical constraints and define the optimal increments of work to deliver customer value
Defining the scope and requirements for the bets your team will take on
Leading execution on a spectrum of work from large cross-functional projects to small feature iterations
Measuring and reporting out on the outcomes of the bets your team makes
Partnering with design and engineering to continuously improve how your team works
Making it fun
You'll be successful in this role if you have
An ownership mentality with the ability to develop and execute product initiatives in line with the business strategy
Experience leading all aspects of product management. That means identifying market trends and opportunities, defining product vision and roadmap, developing business cases, driving execution activities, and measuring results
Analytical horsepower and a natural curiosity to solve some of healthcare's most challenging problems
Experience translating objectives into specific tactical plans. You'll need to define, measure, and improve key product metrics and make hard trade-offs
Strong facilitation and negotiation skills while working with large, cross-functional teams
Have the ability to synthesize complicated product descriptions into simple, everyday language
Are a strong communicator, both verbally and written, and know your audience - and you are comfortable operating at all levels of the organization
Qualifications
A bachelor's degree from an accredited educational institution ideally in a technical discipline (computer science, engineering, design, business analytics) or commensurate tech experience
5+ years of product background
Healthcare experience is a strong preference
Experience working with a call center is a nice to have
Experience with revenue cycle management in healthcare is a nice to have
Benefits
An amazing team culture
Professional development & advancement opportunities
401K with a 3% employer match
Healthcare, Dental, Vision, and life insurance benefits
Paid time off and paid holidays
Professional EAP program for team members & household
Additional coverage options available such as Short Term Disability, Long Term Disability, Group Accident Insurance
Successful Thriveworks employees believe in our mission to help people live happy, healthy lives. They also embody our core values, which focus on the ability and willingness to adapt, raise the bar, act with integrity, achieve our goals, and work well together. If you think you fit the bill and belong on our team, apply today!
Physical demands for Thriveworks positions may include being sedentary for long periods of time. Entering text or data into a computer by means of a traditional keyboard is also a requirement.
Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.
#LI-Remote #LI-JM2
Interested in joining Team Thriveworks? We're thrilled to meet you!
With Job scams becoming more and more frequent, here's how to know you're speaking with a real member of our team:
If you see a scam related to Thriveworks, please report to infosec@thriveworks.com. You can contact employment@thriveworks.com with any questions or concerns.
Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.
By clicking Apply, you acknowledge that Thriveworks may contact you regarding your application.
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