{"id":3430545,"url":"https://alion.io/job/akido-labs-patient-services-manager","title":"Patient Services Manager","company":{"id":63155,"name":"Akido Labs","domain":"akidolabs.com","url":"https://alion.io/company/akido-labs","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":9,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Salvador, El Salvador"],"countries":["SV"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":15000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":11539},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"SQL","optional":false},{"name":"HIPAA","optional":true}],"status":"live","first_seen_at":"2026-10-29T00:10:39Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-29T22:19:49Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Akido builds AI-powered doctors. Akido is the first AI-native care provider, combining cutting-edge technology with a nationwide medical network to address America’s physician shortage and make exceptional healthcare universal. Its AI empowers doctors to deliver faster, more accurate, and more compassionate care.\nServing 500K+ patients across California, Rhode Island, and New York, Akido offers primary and specialty care in 26 specialties-from serving unhoused communities in Los Angeles to ride-share drivers in New York.\nFounded in 2015 (YC W15), Akido is expanding its risk-bearing care models and scaling ScopeAI, its breakthrough clinical AI platform. Read more about Akido’s $60M Series B. More info at Akidolabs.com.\nThe Opportunity\nAkido leadership gets a clear monthly picture of what the operation delivered and what it cost.\nAbout the role\nAkido'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.\nWe'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.\nThis 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.\nWhat you'll do\nOperational oversight\nBe Akido's daily on-site presence: walk the floor, join huddles, and know the team, its leads, and its performance first-hand.\nMonitor service levels across clinics: answer rates, abandonment, handle time, scheduling accuracy, and patient experience. Escalate gaps quickly.\nMake sure SLA breaches are formally reported through the agreed channel (Zendesk) so contractual remedies are available. Report weekly on SLA performance.\nPartner with the vendor's workforce management team on schedules, intraday staffing, and coverage across clinic areas and time zones.\nWork with Akido's clinic and revenue cycle leaders to translate their needs into staffing and queue priorities.\nHeadcount and roster control\nOwn 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.\nEnforce the approved staffing model: the billable FTE ceiling, the non-billable buffer, and the approved PFS headcount. Make sure training and nesting agents are held in the buffer rather than in billable seats.\nEnsure no recruitment or expansion happens without Akido's prior written approval, including the billable and non-billable training counts for each hiring class.\nReconcile the roster monthly against the vendor's HR system of record (hire, transfer, and termination dates).\nInvoice validation\nReview each monthly invoice and supporting workbook before Akido approves payment.\nReconcile billed agent-days against three independent sources: the vendor's timesheets, our Aircall call-platform activity, and the joint roster.\nFlag exceptions before payment, including:days billed with no call activity\npartial days billed as full days\nleave and holidays billed as worked days\ntraining days billed in production seats\nagents billed above the daily cap\nagents not on the roster\n\nTrack contractual credits (attrition credits for agents who leave within two months of hire, SLA penalties) and confirm they appear on invoices.\nMake sure each month's backup arrives complete and on time and ties to the invoice exactly.\nAttrition and quality\nTrack attrition by hiring class and identify root causes. Push the partner on screening, onboarding, and retention.\nOversee training: curriculum, nesting progression, and readiness sign-off before agents move to production.\nRun or audit call quality reviews, covering accuracy, compliance, empathy, and correct use of scheduling systems.\nCoach team leads on performance management, and escalate persistent agent issues to the partner.\nReporting and partnership\nProduce a monthly operations and billing review for Akido leadership covering headcount, utilization, SLA performance, attrition, invoice exceptions, and credits.\nRun the weekly operating cadence with the partner's director of operations and finance manager.\nKeep written records of approvals, staffing decisions, and agreed changes so the operation always matches the contract.\nWhat you'll bring\n5+ years in contact center or BPO operations, including at least 2 years managing teams of 50+ agents or supervisors.\nHands-on experience with workforce management: forecasting, scheduling, adherence, and FTE/utilization math.\nExperience reviewing or building vendor invoices, billing models (per-FTE, per-day, per-hour), or SOW-based staffing agreements.\nStrong Excel or Google Sheets skills: pivot tables, lookups, and reconciling large timesheet and call-log datasets. SQL or BI tools are a plus.\nFamiliarity with contact center platforms (Aircall or similar), time-and-attendance systems (Deputy or similar), and ticketing tools.\nFluent English and Spanish, written and spoken.\nThe judgment to hold a partner accountable with data while keeping the relationship productive.\nHealthcare scheduling, patient access, or revenue cycle experience strongly preferred. HIPAA awareness required.\nWhat success looks like in the first 6 months\nEvery invoice is validated before approval, with exceptions resolved or credited.\nThe roster ties to billing every month with no unexplained agents.\nBillable headcount stays within approved limits, with training held in the buffer.\nSLA performance is reported weekly and breaches are formally logged.\nAttrition within the first two months of hire is trending down, and credits are applied where they're owed.\n\nAkido Labs, Inc. is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.","description_format":"text","description_chars":6501,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical AI","Primary Care & Medical Centers"],"lifecycle":[{"event":"open","at":"2026-10-29T00:18:17Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":33,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/akido-labs-patient-services-manager","json_url":"https://alion.io/job/akido-labs-patient-services-manager.json","meta":{"generated_at":"2026-10-30T02:06:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2766,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":63155},"rest":"https://alion.io/mcp/rest/get_company?id=63155"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fakido-labs-patient-services-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fakido-labs-patient-services-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fakido-labs-patient-services-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/akido-labs-patient-services-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fakido-labs-patient-services-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3430545}},{"tool":"search_jobs","arguments":{"company":"akidolabs.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3430545},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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