Patient Services Manager

Location: San Salvador, El Salvador; onsite role representing Akido at the outsourced Patient Services Center.

Company

Akido is an AI-native care provider combining clinical AI technology with a nationwide medical network to deliver primary and specialty care.

What you will do

• Act as Akido's daily onsite owner of a roughly 100-agent outsourced Patient Services Center.
• Monitor service levels, answer rates, abandonment, handle time, scheduling accuracy, and patient experience across specialty clinics.
• Control agent rosters, approved billable and non-billable headcount, staffing schedules, training buffers, and clinic coverage.
• Validate monthly invoices against vendor timesheets, Aircall activity, and the joint roster; identify exceptions and confirm contractual credits.
• Oversee training, nesting, readiness sign-off, call-quality reviews, attrition analysis, and team-lead performance management.
• Deliver weekly SLA reporting and monthly operations and billing reviews while coordinating with the partner's operations, workforce management, finance, clinic, and revenue-cycle teams.

Requirements

• 5+ years of contact center or BPO operations experience, including at least 2 years managing teams of 50+ agents or supervisors.
• Hands-on workforce management experience covering forecasting, scheduling, adherence, and FTE/utilization calculations.
• Experience reviewing or building vendor invoices, per-FTE, per-day, or per-hour billing models, or SOW-based staffing agreements.
• Strong Excel or Google Sheets skills, including pivot tables, lookups, and reconciliation of large timesheet and call-log datasets.
• Familiarity with contact center platforms such as Aircall, time-and-attendance systems such as Deputy, and ticketing tools.
• Fluent written and spoken English and Spanish.
• Ability to hold partners accountable using data while maintaining a productive relationship.
• HIPAA awareness is required.

Nice to have

• SQL or BI tools experience.
• Healthcare scheduling, patient access, or revenue cycle experience is strongly preferred.

Culture & Benefits

• Work as Akido's onsite representative with an outsourced operations partner in El Salvador.
• Maintain a constructive partnership while enforcing contractual staffing, service-level, and billing requirements.
• Work across healthcare operations supporting cardiology, endocrinology, dermatology, rheumatology, primary care, pulmonary/internal medicine, and nephrology services.
• Success is measured through validated invoices, accurate rosters, approved headcount limits, weekly SLA reporting, and reduced early attrition.