Product Manager - Patient Experience (USA-based)

Location: Remote Workplace: remote About Collectly Collectly is a fast-growing healthcare technology company transforming revenue cycle management (RCM) through AI-driven automation. Millions of patients navigate inefficient billing systems every day, while providers face delayed payments, rising administrative burden, and operational complexity. Collectly applies artificial intelligence to automate workflows, accelerate cash flow, and modernize the patient financial experience; enabling healthcare organizations to operate more efficiently and focus on delivering care. There could not be a hotter space to play in.  Healthcare is a $4.9T industry and is adopting AI technology at 2.2x the rate of the rest of the economy.  RCM is at the heart of this transformation as it has a clear and demonstrable ROI to our customers. The Opportunity Every patient who receives a medical bill has questions: what is this charge, will my insurance cover it, can I pay it in parts, why is it different from last time. How those questions get answered decides whether the patient pays, calls back, or gives up. Collectly's AI agent, Billie, answers those questions today across chat, SMS, and voice for hundreds of medical practices nationwide. We are looking for a Product Manager to own the patient experience around it: what Billie handles, how she interacts with clinic staff, how we reach patients proactively, and how we prove to our customers that it works. This is a hands-on product ownership role at a small, fast-moving product team. Some of the work is taking a product area from 1 to 10, where the problem is still being discovered with customers. Some of it is taking an area from 10 to 100, where something that works for one customer has to work for every customer without being rebuilt each time. You will work directly with founders, customers, engineering, data, and the implementation teams, and you will see what you decide in production within weeks. Key Responsibilities - Lead product discovery with customers — billing leaders, support managers, front-desk staff — and turn what you learn into a prioritized roadmap for patient experience. - Own the patient experience end to end: define the set of patient situations that decide whether the experience is good — the questions patients ask, the hand-offs to staff, the dead ends — and work with engineering to make the product handle each one well. - Design proactive patient outreach — who is contacted, on which channel, when, with what message — and measure the effect on patient satisfaction and on revenue collected. - Define and own the metrics for the patient-facing product — escalation rate, self-service rate, patient satisfaction, payment outcomes — and use them to decide what gets built next. - Analyze product performance directly: query the data warehouse, read real patient conversations, find where the agent falls short and why. - Prototype with AI tools before specifying: build the mock, the script, or the analysis that settles the question. - Partner with engineering on agent behavior, prompts, EHR and practice-management integrations, and where human-in-the-loop belongs. - Scale what works across the customer base: turn one-off configurations into features every practice gets, instead of rebuilding per customer. - Lead technical customer projects: launch new customers and new capabilities with implementation and customer success, and own the first weeks after go-live. - Keep the customer-facing material current for pre-service and patient support: case studies with real numbers, working demos, and sales playbooks. What Success Looks Like Within the first 6 months, you will: - Define a set of cases that determine a great patient experience and work with engineering teams to optimize the product to fit those cases - Design proactive patient outreach flows and evaluate how they impact patient satisfaction and patient revenue - Decide how to increase resolution rates for Collectly patient support and which products to build to resolve those requests - Update case studies, demos and sales playbooks for Collectly pre-service and patient support products Qualifications Required - Experience in US healthcare (must-have!): RCM, eligibility, claims, payments, payer-provider workflows - 3+ years of product management experience in technical B2B products, with full ownership of what gets built and why - A track record of quantified business outcomes: revenue, cost reduction, conversion, automation rate, or efficiency - Direct customer-facing experience with B2B customers; enterprise experience preferred - Experience launching new products, not only features within existing ones - Hands-on with AI tools: able to build prototypes and run analyses with Claude or similar - Strong analytical skills; comfortable writing code and SQL with AI while doing your own analysis - Ability to fly to San Francisco for an onsite interview with the team (at our costs) Core Competencies - Customer discovery - Product ownership and decision-making - Data-driven decision making - Analytical depth and curiosity - Leading technical customer projects - Hands-on mindset Preferred - A previous role in engineering, data science, or analytics - Startup or small-product-team background; founder or early-stage experience - Experience working on AI/ML products Why You’ll Love It Here Unlimited PTO: We believe in work-life balance and encourage you to recharge when you need it. Comprehensive Health Coverage: Fully paid medical, dental, and vision insurance for you and your dependents, because your well-being matters to us. Equity Opportunities: Share in our success with stock options - your hard work will drive our growth. Retirement Planning Made Easy: Enjoy a 401(k) with a generous company match to secure your future. Student Loan Support: We help lighten the load with contributions toward your student loans. Compensation Range: 160-210k/year Collectly is a tech-enabled patient billing platform that works as an add-on for your EHR/PM. Collectly accelerates and increases patient cash flow, streamlines post-service billing operations, and provides the best patient experience that works for all demographics. Please, see a short video about us