Patient Services Manager
Core
On-site manager of an outsourced contact center team in El Salvador handling patient scheduling, billing, and accounts receivable for Akido's US healthcare network.
Role type
Senior BPO/Contact Center Operations Manager
Builds
Patient access operations and revenue cycle management for a nationwide medical network
Domain
Healthcare operations / Business Process Outsourcing (BPO)
Deliverable
client delivery
Required skills
Contact center operations management, Workforce management (forecasting, scheduling, adherence), Vendor invoice reconciliation, Data analysis (Excel/SQL), Team leadership (50+ agents), Contract negotiation
Preferred skills
Healthcare scheduling, Revenue cycle management, HIPAA compliance
Technologies
Aircall, Zendesk, Deputy
Responsibilities
Monitor service levels (answer rates, abandonment, handle time) and escalate gaps; Reconcile billed agent-days against timesheets, call logs, and rosters; Manage joint agent roster and enforce staffing models; Track attrition and oversee training/quality; Produce monthly operations and billing reviews for leadership.
Seniority
Senior, hands-on IC