Responsibilities

Akido leadership gets a clear monthly picture of what the operation delivered and what it cost.
Akido's Patient Services Center work is delivered by a team of roughly 100 agents in El Salvador through an outsourced partner. This team is the first voice many of our patients hear. They book and manage appointments across our specialty clinics (Cardiology, Endocrinology, Dermatology, Rheumatology, Primary Care, Pulmonary/Internal Medicine, and Nephrology) and support patient billing and accounts receivable calls.
We're hiring a Patient Services Team Manager to be Akido's on-the-ground owner of that operation. You'll make sure every seat we pay for is staffed, trained, and productive; that the team meets its service levels; and that what we're billed matches what was delivered. You'll be Akido's representative on site, working day to day with the partner's operations, workforce management, and finance teams, and you'll be accountable to Akido, not to the vendor.
This role suits someone who has run a contact center floor, knows how BPO staffing and billing actually work, and is comfortable holding a partner to the terms of a contract while keeping the relationship constructive.
Operational oversight
Be Akido's daily on-site presence: walk the floor, join huddles, and know the team, its leads, and its performance first-hand.
Monitor service levels across clinics: answer rates, abandonment, handle time, scheduling accuracy, and patient experience. Escalate gaps quickly.
Make sure SLA breaches are formally reported through the agreed channel (Zendesk) so contractual remedies are available. Report weekly on SLA performance.
Partner with the vendor's workforce management team on schedules, intraday staffing, and coverage across clinic areas and time zones.
Work with Akido's clinic and revenue cycle leaders to translate their needs into staffing and queue priorities.
Headcount and roster control
Own the joint agent roster. Every billed agent should be on it, with a defined role (production, team lead, QA, training/buffer), clinic assignment, and start date.

Patient Services Manager at Akido Labs · LumiJobs

Patient Services Manager

Responsibilities

Company

Akido Labs

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