Lead Patient Services Specialist

ModMed; United States; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Parental leave

Life and disability benefits

Tuition reimbursement

LinkedIn Learning access

Hybrid/remote options

Dog-friendly HQ

Job summary

ModMed is seeking a driven Lead Patient Services Specialist to optimize operations within our Revenue Cycle Management team. You will leverage metrics and data analysis to identify call drivers, improve workflows, and support care delivery for our service providers.

This leadership role integrates AI workflows to maximize efficiency. You will lead workforce management, forecast schedules, analyze trends, and collaborate with global teams to drive performance and patient outcomes in a fast-paced

Qualifications

• Minimum of 4 years in medical claims or billing industry.
• Minimum of 2 years in contact center workforce administration support.
• Minimum of 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

• Act as Workforce Management stakeholder and forecast agent schedules.
• Analyze processes, quality metrics, and trends to improve call drivers.
• Design and update training workshops using performance data.
• Incorporate AI workflows and tools into daily routines to boost efficiency.
• Maintain floor support and lead projects related to client escalations.
• Collaborate across leadership and offshore partners on performance trends.

Skills

Workforce management

Forecasting

Data analysis

Training facilitation

AI/workflow integration

Cross-functional communication

Analytical thinking

Decision making

Effective communication

Education

High School Diploma

Tools

Power BI

RingCentral

Level AI

Workforce Management 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:

Job 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:

At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

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, and 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.