Patient Services Manager

📋 Description

• Be Akido's daily on-site presence: walk the floor, join huddles, and know the team, its leads, and
• Monitor service levels across clinics: answer rates, abandonment, handle time, scheduling accuracy
• Make sure SLA breaches are formally reported through the agreed channel (Zendesk) so contractual
• Partner with the vendor's workforce management team on schedules, intraday staffing, and coverage
• Work with Akido's clinic and revenue cycle leaders to translate their needs into staffing and queue
• Own the joint agent roster. Every billed agent should be on it, with a defined role (production

🎯 Requirements

• 5+ years in contact center or BPO operations, including at least 2 years managing teams of 50+
• Hands-on experience with workforce management: forecasting, scheduling, adherence, and
• Experience reviewing or building vendor invoices, billing models (per-FTE, per-day, per-hour), or
• Strong Excel or Google Sheets skills: pivot tables, lookups, and reconciling large timesheet and
• Familiarity with contact center platforms (Aircall or similar), time-and-attendance systems (Deputy
• Fluent English and Spanish, written and spoken.