Product Operations Manager

Accompany Health is on a mission to give low-income patients with complex needs the dignified, high-quality care they deserve but rarely receive. A primary, behavioral, and social care provider, Accompany Health walks alongside patients for their entire care journey, offering at-home and virtual care, as well as 24/7 support. Partnering with innovative payors, Accompany Health is powered by remarkable care teams, elegant technology, and a commitment to evidence-based practice. 

We build long-term relationships with our patients so they know, without question, that our team is here for them day or night, year after year. We focus on the health outcomes most important to our patients to make it clear that they lead the way.

To achieve our mission, we collaborate with community-based organizations, local providers, and health plans. Led by our empathetic care teams, guided by proven care models, and powered by our own technology, we deliver a level of service that our communities rightfully deserve but rarely receive. 

While our headquarters is in Bethesda, MD, our teams are distributed across the country. If you’re eager to make a tangible difference in people’s lives, to help correct long-standing disparities in health care, join us. 

About the role:

As a Product Operations Manager for Accompany Health you will be:

-A mission-critical, early part of our growing product team (and company)

-Working with talented product & engineering teams that come from a variety of backgrounds

-Building and configuring products that help improve healthcare access and delivery for populations with high healthcare needs

Responsibilities will include:

• Responsibilities will include:




• Strategically:
• Owning the operations of a product, prioritizing competing interests to deliver outsized value
• The scope of your product include the frontend clinician-facing and backend configuration, data, and reporting capabilities of the electronic medical record (athenahealth) and athenahealth applications (i.e., athena text, athenahealth app, athena capture); external entity communications (i..e, secure email, secure fax), billing and revenue cycle management capabilities of the electronic medical record (athenahealth), and health information and medical record exchange. Your scope also includes practice operations workflows from the standpoint of specific clinical end users in a team, and how to bring together different products to address a pain point or need. 
• Develop and execute comprehensive design and implementation and training plan for your product that enables seamless expansion in current market and launch of new markets
• Supporting other product team members in the development and ongoing management of homegrown and vended solutions and the onboarding and ongoing training support of clinical users. 
• Aligning many stakeholders of different backgrounds (e.g., engineering; data; clinical operations; finance; strategy & growth) to cut through the noise and deliver a clear path forward in the face of competing priorities
• Framing product trade offs clearly for a broader, sometimes non-technical audience
• Be the voice and demonstrate empathy to deliver an exceptional experience for our employees who use our products, especially front line clinical team members
• Being the voice of product in broader, cross-functional discussions and decisions




• Tactically:
• Working with stakeholders across the company to capture business requirements; document these clearly and completely, but don’t let documentation be an end in and of itself
• Working with the rest of the product and engineering teams to prioritize vendor configuration and other software developments across our product roadmap
• Owning the product roadmap for athenahealth configuration and participating actively in sprint planning and execution. This includes the roadmap and project plan for design and implementation of new instances of our EMR when we enter new markets
• Develop and execute clear standards for EMR and other application configuration that can be leveraged across multiple markets. Own accurate and up-to-date documentation and the creation of training and onboarding content to launch and upskill workforce in current and new markets
• Cultivate relationships with end users and design user research studies that inform configuration changes or other enhancements that can improve the experience of clinicians in the care of marginalized populations
• When needed, evaluate vended software solutions and then lead the implementation process for selected software, including the integration of complex data flows with our home-grown, core platform. When relevant manage key relationships with third-party software vendors; leading configuration and architecture decisions
• Working with the engineering team to get items refined and shovel-ready
• Create and update content for the onboarding and training of users of our EMR and other related clinical solutions.
• Create and deliver initial onboarding training to new employees at orientation and refresher workshops for specific end users based on workflow needs. Develop a library of training content that can be reused with new employee onboarding in multiple locations.
• With the product team, co-develop materials and content to train cohorts of super users of our EMR and other related clinical solutions. Be an mentor and ambassador of employee super users. Identify skill building and coaching opportunities for frontline super users to train their communities (i..e, “train the trainers”).
• Connect and network with athenahealth representatives and resources, attend athenahealth user group meetings and conferences. You will be our source of information on upcoming releases from athenahealth and determine strategy for which ones may be applied to our workflows.

What makes you a fit for the team:

• You approach your work with humility, recognizing that our system of care will need to learn and adapt to the needs of patients with complex needs
• You show deep empathy for the needs of patients, clinicians, and your colleagues to change the fundamental paradigm of care delivery for marginalized patients
• You have a distinctive ability to get a highly cross-functional group of stakeholders – technical and non-technical – on the same page
• You come to well-informed opinions based on gathering the right information and data – but are open to changing your perspective when the situation evolves or new facts emerge
• You focus on getting things done in the most effective, efficient manner for the task at hand – rather than following a specific process for its own sake
• You have the resilience to dive headfirst into challenging problems – healthcare is complicated and there’s a lot to be fixed
• You are excited to work in a startup environment, with the ambiguity and shifting priorities that might come with it at times

What makes you a fit for the team:

• You approach your work with humility, recognizing that our system of care will need to learn and adapt to the needs of patients with complex needs
• You show deep empathy for the needs of patients, clinicians, and your colleagues to change the fundamental paradigm of care delivery for marginalized patients
• You have a distinctive ability to get a highly cross-functional group of stakeholders – technical and non-technical – on the same page
• You come to well-informed opinions based on gathering the right information and data – but are open to changing your perspective when the situation evolves or new facts emerge
• You focus on getting things done in the most effective, efficient manner for the task at hand – rather than following a specific process for its own sake
• You have the resilience to dive headfirst into challenging problems – healthcare is complicated and there’s a lot to be fixed
• You are excited to work in a startup environment, with the ambiguity and shifting priorities that might come with it at times

Desired skills and experience:

• Required
• 3+ years Product Management or equivalent experience in electronic medical records or health IT. Preferred experience with athenahealth, CRM, quality and value based care analytics; and
• 3+ years of experience in primary care our home based care clinical front line and back office operations
• Deep knowledge of clinical workflows and empathy for the diverse clinical users in the Accompany Health model of care
• Extremely clear communicator – verbally & in writing
• Experience with health IT in clinical operations
• EST or CST Based




• Preferred
• Experience with clinical record interoperability 
• Experience with practice billing specifically with government lines of business
• Familiarity with healthcare delivery
• Familiarity with value-based care 

#LI-LB1

#LI-Hybrid

For Patient Facing Roles

To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health’s medical clearance requirements, including completing a TB screen and providing proof of immunity or vaccination for certain conditions. You will also be required to be vaccinated and up-to-date on your COVID-19 vaccinations, including boosters. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.

For Non-Patient Facing Roles

To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health’s medical clearance requirements, including receiving the COVID-19 vaccine. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.

We embrace diversity and believe it creates a healthier atmosphere: Accompany Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.