Job Description

Who we are

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.

About the role

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 product roadmap and strategy for AI-powered front office automation platforms, balancing patient experience with operational efficiency.
• Drive product discovery by translating a deep understanding of patient, front office, and care provider pain points into clear personalization and automation requirements.
• Define success metrics for patient satisfaction, operational efficiency, and AI agent performance, then drive continuous improvement through data analysis, user feedback, and A/B testing.
• Partner closely with ML engineers, data scientists, and healthcare operations teams to translate business requirements into technical specifications, performance targets, and safety requirements for AI agents.
• Lead product development cycles from ideation through deployment, ensuring AI models meet clinical, operational and compliance needs.
• Define conversation flows, decision trees, and escalation protocols for AI agents handling patient interactions.
• Ability to work effectively with clinical stakeholders and healthcare providers.

Required Qualifications

• 4+ years of product management experience, with 2+ years specifically in AI/ML-enabled products or healthcare technology.
• Proven track record of launching and scaling B2B or B2B2C products in regulated industries.
• Deep understanding of conversational AI, voice interfaces, and ML model capabilities, including performance limitations and safety considerations.
• Experience defining product requirements for AI systems, including training data needs, model performance metrics, and safety considerations.
• Understanding of healthcare operations, patient care workflows, and front office administrative processes, including familiarity with requirements imposed by HIPAA and other compliance programs.
• Track record of working closely and earning the trust of engineering teams by demonstrating technically sound judgement while advocating for the voice of the customer and user.
• Strong data analysis skills with experience using analytics tools to measure product performance and user behavior.
• Excellent written and verbal communication skills that are tailored to technical and business audiences.

Desired Qualifications

• Previous experience in healthcare technology companies or working directly with medical practices.
• Knowledge of electronic health records (EHR) systems and healthcare data standards.
• A bias towards “communicating by prototype”, effectively leveraging full-stack prototyping tools to validate pain points and test usability hypotheses of potential solutions.
• Familiarity with cloud infrastructure and DevOps practices for AI/ML systems.
• Experience scaling products from early stage to high-volume production environments.
• Track record of driving 10x+ efficiency improvements through technology solutions.
• Understanding of AI safety, bias detection, and responsible AI practices in healthcare.