About the role

Location: Paseo General Escalón (Hybrid Position)

Akido'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.

We'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.

This 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.

What you'll do

Operational oversight

• Be Akido's daily on-site presence: walk the floor, join huddles, and know the team, its leads, and its performance first-hand.
• Monitor service levels across clinics: answer rates, abandonment, handle time, scheduling accuracy, and patient experience. Escalate gaps quickly.
• Make sure SLA breaches are formally reported through the agreed channel (Zendesk) so contractual remedies are available. Report weekly on SLA performance.
• Partner with the vendor's workforce management team on schedules, intraday staffing, and coverage across clinic areas and time zones.
• Work with Akido's clinic and revenue cycle leaders to translate their needs into staffing and queue priorities.

Headcount and roster control

• Own 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.
• Enforce 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.
• Ensure no recruitment or expansion happens without Akido's prior written approval, including the billable and non-billable training counts for each hiring class.
• Reconcile the roster monthly against the vendor's HR system of record (hire, transfer, and termination dates).

Invoice validation

• Review each monthly invoice and supporting workbook before Akido approves payment.
• Reconcile billed agent-days against three independent sources: the vendor's timesheets, our Aircall call-platform activity, and the joint roster.
• Flag exceptions before payment, including:
  • days billed with no call activity
  • partial days billed as full days
  • leave and holidays billed as worked days
  • training days billed in production seats
  • agents billed above the daily cap
  • agents not on the roster
• Track contractual credits (attrition credits for agents who leave within two months of hire, SLA penalties) and confirm they appear on invoices.
• Make sure each month's backup arrives complete and on time and ties to the invoice exactly.

Attrition and quality

• Track attrition by hiring class and identify root causes. Push the partner on screening, onboarding, and retention.
• Oversee training: curriculum, nesting progression, and readiness sign-off before agents move to production.
• Run or audit call quality reviews, covering accuracy, compliance, empathy, and correct use of scheduling systems.
• Coach team leads on performance management, and escalate persistent agent issues to the partner.

Reporting and partnership

• Produce a monthly operations and billing review for Akido leadership covering headcount, utilization, SLA performance, attrition, invoice exceptions, and credits.
• Run the weekly operating cadence with the partner's director of operations and finance manager.
• Keep written records of approvals, staffing decisions, and agreed changes so the operation always matches the contract.

What you'll bring

• 5+ years in contact center or BPO operations, including at least 2 years managing teams of 50+ agents or supervisors.
• Hands-on experience with workforce management: forecasting, scheduling, adherence, and FTE/utilization math.
• Experience reviewing or building vendor invoices, billing models (per-FTE, per-day, per-hour), or SOW-based staffing agreements.
• Strong Excel or Google Sheets skills: pivot tables, lookups, and reconciling large timesheet and call-log datasets. SQL or BI tools are a plus.
• Familiarity with contact center platforms (Aircall or similar), time-and-attendance systems (Deputy or similar), and ticketing tools.
• Fluent English and Spanish, written and spoken.
• The judgment to hold a partner accountable with data while keeping the relationship productive.
• Healthcare scheduling, patient access, or revenue cycle experience strongly preferred. HIPAA awareness required.

What success looks like in the first 6 months

• • Every invoice is validated before approval, with exceptions resolved or credited.
  • The roster ties to billing every month with no unexplained agents.
  • Billable headcount stays within approved limits, with training held in the buffer.
  • SLA performance is reported weekly and breaches are formally logged.
  • Attrition within the first two months of hire is trending down, and credits are applied where they're owed.