Lead Patient Services Specialist

ModMed; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with company match

Generous PTO and parental leave

Hybrid/remote options for some roles

Wellness rooms and on-site perks

Job summary

ModMed is seeking a Lead Patient Services Specialist to optimize operations within the Revenue Cycle Management team. You will use data insights to improve call drivers, workflows, and training for patient services providers, strengthening overall performance.

This leadership role emphasizes cross-functional collaboration, AI workflow integration, and strategic escalation management in a fast-paced healthcare IT environment. Join a company modernizing medicine with a patient-centric focus.

Qualifications

• 4+ years in medical claims or billing.
• 2+ years in contact center workforce administration support.
• 1+ year in data analysis and reporting.
• Experience in training, facilitation, or workshop development.
• Familiarity with Power BI, RingCentral, Level AI, and WFM platforms preferred.

Responsibilities

• Forecast agent schedules and specialty shift assignments.
• Analyze departmental processes, quality metrics, and trends to identify drivers and resolutions.
• Design and update training workshops using QA evaluations and KPI metrics.
• Integrate AI workflows and AI-driven tools into daily routines for efficiency.
• Maintain on-floor presence and lead projects related to client escalations.
• Collaborate with leadership and offshore partners to share performance trends.

Skills

Analytical thinking

Communication skills

Decision making

Problem solving

Independent worker

Education

High School Diploma or equivalent

Tools

Power BI

RingCentral

Level AI

WFM platforms

Job description

Join the Team Modernizing Medicine

At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

A Culture of Excellence

When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for "Technology Team of the Year" 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us?

Job Description Summary

ModMed is hiring a driven Lead Patient Services Specialist who will play a pivotal role in optimizing operations and driving performance within our passionate, high-performing Revenue Cycle Management team. As a critical team member, you will leverage operational metrics and data analysis to identify call drivers, enhance workflows, and support team members delivering care for ModMed Revenue Cycle Management service providers. This leadership role makes you an integral part of ModMed's business and opens the door to an exhilarating career path within a fast-paced Healthcare IT company that is genuinely Modernizing Medicine!

Your Role

• Workforce & Operations SMEs: Serve as a key stakeholder for Workforce Management (WFM) tools and assist with forecasting agent schedules and specialty shift assignments.
• Process & Trend Analysis: Analyze departmental processes, quality metrics, and operational trends to identify key call drivers and recommend strategic resolutions.
• Data-Driven Curriculum Development: Utilize performance inputs (QA call evaluations, nesting feedback, low KPI metrics, and abandonment rates) to design and update training workshops and curriculum.
• AI Tool Integration: Incorporate AI workflows, automated tools, and AI-driven platforms into daily routines to maximize efficiency and accuracy.
• Floor Support & Escalations: Maintain a strong floor presence, serve as a main point of contact for daily workflow support, and lead special projects related to client escalations.
• Cross-Functional Communication: Collaborate and share performance trends with internal leadership and external offshore partners across global locations.

Skills & Requirements

• High School Diploma or equivalent, or a combination of education and experience, required.
• Minimum of 4 years of experience in the medical claims or billing industry required.
• Minimum of 2 years of direct experience in contact center workforce administration support required.
• Minimum of 1 year of experience in data analysis and reporting required.
• Prior experience in training, facilitation, or workshop development required.
• Familiarity with applications such as Power BI, RingCentral, Level AI, and Workforce Management (WFM) platforms is preferred.
• Strong analytical and logical problem-solving skills with a proven track record of identifying operational improvements.
• Excellent communication skills with the ability to convey complex data trends and manage interactions across global teams.
• Proven ability to make sound independent decisions in the absence of detailed supervision and effectively manage competing priorities.

ModMed Benefits Highlight

• United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation.
• After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs.
• Company paid Life and Disability benefits.
• Flexible Spending Account.
• Employee Assistance Programs.
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed.
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning.
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles.
• Weekly catered breakfast and lunch.
• Treadmill workstations.
• Zen, and wellness rooms within our BRIC headquarters.

About the Team

It takes more than just a great product to modernize medicine. It takes a great team. Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team.