Patient Services Manager (Call Center Operations)

About the role

Akido, an AI-powered care provider, delivers its Patient Services Center through a team of about 100 agents in El Salvador via an outsourced partner. The team books and manages appointments across specialty clinics and supports patient billing and accounts receivable calls. Akido is hiring a Patient Services Team Manager to own the operation on the ground, working with the partner's operations, workforce management and finance teams and being accountable to Akido.

Key responsibilities

• Operational oversight: act as Akido's daily on-site presence, monitor service levels (answer rates, abandonment, handle time, scheduling accuracy, patient experience), report SLA breaches through Zendesk and give weekly SLA reports
• Staffing: own the joint agent roster, enforce the approved staffing model and headcount, and ensure no recruitment or expansion happens without Akido's written approval
• Roster reconciliation: reconcile the roster monthly against the vendor's HR system of record
• Invoice validation: review each monthly invoice, reconcile billed agent-days against timesheets, call-platform activity and the roster, flag exceptions and track contractual credits
• Attrition and quality: track attrition by hiring class, oversee training and nesting, run or audit call quality reviews, and coach team leads
• Reporting: produce a monthly operations and billing review and run a weekly operating cadence with the partner's director of operations and finance manager

Required profile

• 5+ years in contact center or BPO operations, including at least 2 years managing teams of 50+ agents or supervisors
• Fluent English and Spanish, written and spoken
• Healthcare scheduling, patient access or revenue cycle experience strongly preferred; HIPAA awareness required

Required skills

• Workforce management: forecasting, scheduling, adherence, FTE and utilization math
• Experience reviewing or building vendor invoices, billing models or staffing agreements
• Strong Excel or Google Sheets (pivot tables, lookups); SQL or BI tools are a plus
• Familiarity with Aircall or similar contact center platforms, time-and-attendance systems such as Deputy, and ticketing tools