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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 an 81% reduction in provider requests and a 60% increase in the horizon of provider availability by developing a custom app at SmileMD, streamlining the scheduling process and enhancing efficiency.

01

Challenge

Provider satisfaction was critically low, primarily due to inefficient processes and overwhelming capacity constraints affecting the physician relations team. Over 60% of incoming calls were related to scheduling issues, significantly impacting operational efficiency and provider morale.

02

Action

To address this, we initiated a comprehensive root cause analysis workshop with the provider team. Through collaborative discussions, we identified key pain points and discovered that the majority of calls centered around scheduling conflicts. Armed with these insights, we developed a streamlined scheduling app tailored to meet the specific needs of our providers.

  • Root Cause Analysis: Conducted in-depth workshops with the provider team to uncover and understand the primary issues affecting satisfaction.
  • Solution Development: Designed and implemented a user-friendly app to automate and simplify the scheduling process, allowing providers to manage their availability and access essential case day information independently.
03

Results

The introduction of the scheduling app led to remarkable improvements:

  • 81% Reduction in Provider Requests: The app empowered providers to self-manage their schedules, drastically reducing the volume of scheduling-related calls.
  • 60% Increase in Horizon of Provider Availability: Enhanced scheduling capabilities allowed our team to plan further in advance, effectively eliminating bottlenecks and easing the burden on the practice team.

These results not only boosted provider satisfaction but also significantly enhanced operational efficiency, creating a more harmonious and productive environment for our healthcare team.

Questions

How were provider requests reduced by 81%?

Provider requests were reduced by 81% by developing a self-service scheduling app that allowed providers to manage their availability and access case day information independently, eliminating 60% of incoming calls.

How did provider satisfaction improve?

Provider satisfaction improved significantly by eliminating scheduling bottlenecks, empowering providers with self-service tools, and increasing the planning horizon by 60%.

What data informed the provider app's feature set?

A detailed analysis of incoming calls to the physician relations team showed over 60% were scheduling-related, directly shaping the app's focus on self-service scheduling and availability management.

How does the provider app complement the practice app?

The provider app handles provider-side scheduling and availability (81% request reduction), while the practice app handles office-side scheduling and patient status (96% request reduction) — together they form a complete self-service ecosystem.

How were provider satisfaction scores measured after launch?

Satisfaction was measured through the dramatic reduction in scheduling friction — the 81% drop in requests and 60% increase in planning horizon directly addressed the top provider pain points identified during initial analysis.

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