Patient Services Manager (Call Center Operations)

The role

You will provide on-site operational oversight for an outsourced patient services center in El Salvador. You will manage staffing, monitor service levels, validate vendor invoices, and track attrition and quality.

What you will do

• Be Akido's daily on-site presence to monitor team performance and service levels.
• Monitor service levels including answer rates, abandonment, handle time, and scheduling accuracy.
• Report SLA breaches through Zendesk and provide weekly performance reports.
• Partner with vendor workforce management on schedules and coverage.
• Own the joint agent roster and enforce the approved staffing model.
• Reconcile the roster monthly against the vendor's HR system.
• Review and validate monthly invoices against timesheets, call activity, and the roster.
• Track contractual credits such as attrition credits and SLA penalties.
• Track attrition by hiring class and oversee training curriculum and nesting.
• Run or audit call quality reviews and coach team leads.

Required qualifications

• 5+ years in contact center or BPO operations
• At least 2 years managing teams of 50+ agents or supervisors
• Hands-on experience with workforce management including forecasting, scheduling, adherence, and FTE/utilization math
• Experience reviewing or building vendor invoices, billing models, or SOW-based staffing agreements
• Strong Excel or Google Sheets skills including pivot tables and lookups
• Familiarity with contact center platforms, time-and-attendance systems, and ticketing tools
• Fluent English and Spanish, written and spoken
• HIPAA awareness

Nice to have

• SQL or BI tools
• Healthcare scheduling, patient access, or revenue cycle experience

About the company

Akido builds AI-powered doctors and is an AI-native care provider. It serves 500K+ patients across California, Rhode Island, and New York.