Lead Patient Services Specialist — AI-Driven RCM Ops

Modernizing Medicine, Inc.; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision benefits

401(k) with company match

Paid time off

Flexible spending account

Job summary

Modernizing Medicine (ModMed) seeks a Lead Patient Services Specialist to optimize Revenue Cycle Management operations and drive performance. You will rely on metrics to identify call drivers, improve workflows, and support care delivery for ModMed RCM service providers.

The role emphasizes data analysis, training development, and cross-functional collaboration across global teams in a fast-paced Healthcare IT environment.

Qualifications

• High School Diploma or equivalent, or a combination of education and experience.
• Minimum of 4 years of experience in the medical claims or billing industry.
• Minimum of 2 years of direct experience in contact center workforce administration support.
• Minimum of 1 year of experience in data analysis and reporting.
• Prior experience in training, facilitation, or workshop development.
• Familiarity with 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.

Responsibilities

• Forecast agent schedules and specialty shift assignments as a Workforce Management stakeholder.
• Analyze departmental processes, quality metrics, and trends to identify call drivers and recommend resolutions.
• Design and update training workshops using QA evaluations, nesting feedback, KPI metrics, and abandonment data.
• Incorporate AI workflows and AI-driven tools into daily routines for efficiency and accuracy.
• Provide floor support and lead projects related to client escalations.
• Collaborate with leadership and offshore partners to share performance trends across global locations.

Skills

Analytical skills

Communication skills

Independent decision-making

Problem-solving

Prioritization

Tools

Power BI

RingCentral

Level AI

WFM platforms

Job description

Modernizing Medicine (ModMed) seeks a Lead Patient Services Specialist to optimize Revenue Cycle Management operations and drive performance. You will rely on metrics to identify call drivers, improve workflows, and support care delivery for ModMed RCM service providers.

The role emphasizes data analysis, training development, and cross-functional collaboration across global teams in a fast-paced Healthcare IT environment.