Patient Care Operations Manager

Rippling, Inc.; Northern (KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Healthcare Benefits

Paid Time Off

Parental & Family Support

401(k) with employer matching

Continuing Education Stipends

Job summary

Origin is redefining women’s healthcare with comprehensive benefits and a patient-centric operations model. The Patient Support Manager leads onsite and remote teams of Clinic Coordinators, ensuring SLAs are met and staffing is optimized across time zones.

You will own onboarding, supervise billing and collections workflows, monitor ZenDesk queues and key metrics, and partner with Clinical Directors and external vendors to deliver exceptional patient care.

Qualifications

• 3+ years managing a patient services or healthcare contact center team of 20–30 staff
• Demonstrated history of upholding and improving CSAT scores and overall team performance metrics
• Data-driven approach to performance management, reporting, and accountability
• Experience in healthcare operations including billing and working across multiple EMR platforms
• Experience scheduling and managing teams across time zones to meet business operating hours
• Experience with vendor and offshore partner management
• HR process fluency including performance management, corrective actions, and escalations
• Ability to manage multiple projects and prioritize competing demands
• Passionate about delivering an exceptional patient support experience

Responsibilities

• Directly manage CC (onsite), SCC (onsite), and PSC (remote) teams across hiring, onboarding, day-to-day performance
• Evaluate ongoing team bandwidth and flex workforce needs, managing the lifecycle of temporary/contract staff
• Manage shift scheduling and coverage optimization across time zones
• Conduct regular 1:1 check-ins with SCCs and maintain structured check-in frameworks for CCs
• Lead recurring team meetings: weekly SCC calls, monthly CC calls, and all-staff calls every 6 weeks
• Navigate dual reporting structures: maintain full ownership of operations, scheduling, and people management for CCs/SCCs, while aligning with Clinical Directors (CDs) who hold supervisory authority for clinic direction]
• Oversee patient care navigation, intake scheduling (new and existing), intro calls, triage, medical records workflows, and referral processing
• Develop and implement structured systems for CC, SCC, PSC, and temp teams to effectively support Billing and Collections (B&C) workflows and inquiries
• Maintain a deep understanding of internal billing systems to guide team execution, oversee billing communications, and ensure accurate patient-facing B&C support
• Monitor live ticket queues and phone/email volumes in ZenDesk, ensuring team compliance with real-time response SLAs
• Track and report operational performance metrics, including Average Handling Time (AHT), throughput/efficiency, queue pending times, and clinic utilization outreach
• Manage operational coordination with external vendor to ensure seamless workflow execution and queue support
• Serve as the primary escalation point for Clinical Directors on CC and SCC operational and performance
• Address live workflow execution issues and hold staff accountable to established SOPs; elevate recurring systemic or technical issues to the Sr. Clinical Operations Program Manager for workflow redesign
• Own onboarding delivery for all incoming CC, SCC, PSC, and temp hires, ensuring comprehensive training on operational workflows, billing systems, and B&C communication protocols

Skills

Team management

CSAT improvement

Data-driven performance

Healthcare operations

Billing familiarity

Vendor management

HR processes

Scheduling across time zones

Project prioritization

Patient-focused care

Job description

Origin is redefining women’s healthcare with comprehensive benefits and a patient-centric operations model. The Patient Support Manager leads onsite and remote teams of Clinic Coordinators, ensuring SLAs are met and staffing is optimized across time zones.

You will own onboarding, supervise billing and collections workflows, monitor ZenDesk queues and key metrics, and partner with Clinical Directors and external vendors to deliver exceptional patient care.