About the Role
Care Delivery Product owns the systems clients and providers use every day at Birches: the Client Portal, our EHR, AI & clinical documentation and measures, provider workflows, and the integrations and reporting that connect them. You will be the person who makes sure what we decide to build gets specified, configured, tested, launched, and communicated well.
This is an execution role with real ownership. You will write the tickets engineering builds from, configure and QA changes in the EHR and our Client Portal, run launch plans, keep the org informed of our project statuses & timelines, and build the feedback loop that tells us what to do next. You will work directly with engineering, clinical leadership, clinical operations, and client engagement, and you will be the front line for triaging & organizing work.
This role fits someone who has spent time in a client-facing or support role, moved into operations or project coordination, and wants to keep going. You know what it looks like when a product and the people using it are out of sync, and you have fixed it by building the process that was missing. You treat QA and documentation as part of the work, not something that gets done when there is time.
What You’ll Own
Write engineering tickets with clear user stories and acceptance criteria, resolve open questions with the relevant team(s) before refinement, and refine tickets with engineeringConfigure Healthie content and workflows, including note templates, measure forms, and appointment and scheduling settings, and take each change through review before it goes liveTrack enhancement and fix requests from triage through delivery, and keep requesters informed on statusPerform and document QA and UAT against configuration changes and engineering releasesExecute launch plans: assign and track tasks, chase sign-offs, and keep the launch on its dateDraft release notes and change management materials for providers, Client Success Specialists, and internal teams, and coordinate how and when they go outMaintain project status updates and roadmap items in Linear on a weekly cadenceCollect, organize, and triage stakeholder and user feedback on a regular cadence, and bring patterns back to the product manager with a recommendationPull usage and data quality numbers from Metabase and PostHog as neededWhat We’re Looking For
Three to six years of experience, with at least one in a product operations, project coordination, implementation, or digital product owner roleA background that includes customer-facing or support work, and the habit of asking what the user actually needed when a process breaksExperience writing tickets or requirements that engineers built from, and refining them in a Kanban processQA or UAT experience: testing against defined scenarios, catching defects before release, and documenting resultsExperience configuring and administering at least one software platform (EHR, CRM, LMS, support desk, or similar)Fluency in work-tracking tools (Linear, Jira, Asana, Tability)Clear written communication: status updates, release notes, and tickets that do not require numerous follow-up questionsExperience coordinating across teams and vendors without direct authorityAt least one example of building a process where none existed and making it the standardNice to Have
Experience in behavioral health, healthcare, or another regulated industry where configuration changes carry compliance weightFamiliarity with Healthie or another EHRBasic SQL, or experience building dashboards in Metabase, Sigma, Tableau, or similarExposure to webhooks, APIs, or third-party integrationsCAPM, PSPO, PMP, or similar certificationCompensation: $70,000 - $100,000 annually including above-market equity and benefits.
If you're interested in this role, please email hello@bircheshealth.com.
Compensation is determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
