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Michael MancusoProduct & technology executive
Projects & case studies

Complex work.
Concrete results.

Product launches, operating-model changes, and complex AI-enabled builds. Explore the business problem, the decisions I led, and what changed.

Built with agents

Product strategy and a repository-based second brain.

Phase 3 Benefits brings eight health, commuter, and wage-law account types onto one payment card. I built a repository-based second brain—product strategy, specifications, verified facts, and agent memory—to keep AI development aligned.

Specification-driven development at platform scale.

Shared FHIR-based contracts coordinated parallel development across clinical, operational, and financial workflows.

Leadership case studies

Showing 6 of 38

SmileMD

Achieved a 96% reduction in office requests and a 23% increase in the horizon of office availability by developing a custom app at SmileMD, streamlining scheduling and improving patient management.

01

Challenge

Office Coordinators were overwhelmed, struggling to manage the influx of incoming requests. The majority of these calls were related to scheduling (70%) and patient status inquiries (20%), creating a significant strain on resources and reducing overall efficiency.

02

Action

To tackle these challenges, we engaged the practice team in a thorough root cause analysis workshop. This collaborative effort revealed the primary sources of inefficiency and informed the development of a targeted solution: a comprehensive app to streamline both scheduling and patient status management.

  • Root Cause Analysis: Conducted detailed workshops with the practice team to identify the core issues contributing to the high volume of requests.
  • Solution Development: Developed a robust app designed to automate the scheduling process and provide real-time updates on patient status, thereby empowering office coordinators with self-service capabilities.
03

Results

The implementation of the practice app yielded transformative outcomes:

  • 96% Reduction in Office Requests: By enabling self-service for managing requests and patients, the app drastically cut down the volume of incoming calls, allowing coordinators to focus on more critical tasks.
  • 23% Increase in Horizon of Office Availability: Improved scheduling processes extended the planning horizon, significantly reducing friction and enhancing coordination with the provider team.

These results not only alleviated the burden on office coordinators but also fostered a more efficient and responsive operational environment, driving higher satisfaction and better patient care.

Questions

How were office requests reduced by 96%?

Office requests were reduced by 96% by developing a comprehensive self-service app that automated scheduling (70% of requests) and patient status inquiries (20% of requests), empowering office coordinators.

How did the practice app improve scheduling?

The app increased the horizon of office availability by 23%, reducing friction and enabling better coordination with the provider team through improved scheduling processes.

What root cause analysis informed the practice app design?

A day-in-the-life analysis of office coordinators revealed that 70% of their incoming requests were scheduling-related and 20% were patient status inquiries, both of which could be fully automated.

How were office coordinators trained on the new practice app?

Training was streamlined because the app was designed around the coordinators' existing workflows — automating the tasks they were already doing manually rather than introducing entirely new processes.

What was the user adoption rate after the practice app launched?

Adoption was reflected in the 96% reduction in incoming requests — coordinators quickly shifted to self-service because the app directly addressed their most time-consuming daily tasks.

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