Patient Support Manager

Origin; United States; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Healthcare benefits

PTO and holidays

Parental leave

401(k) with employer matching

Student loan payment support

Continuing education stipends

Job summary

Origin is seeking a Patient Support Manager to lead onsite clinic coordinators, senior coordinators, and remote patient services colleagues. The role focuses on live SLAs, people management, and billing communications, while coordinating with an external vendor for smooth workflow.

The ideal candidate has 3+ years in healthcare contact centers, a data-driven mindset, and experience with Zendesk to enhance CSAT and operational efficiency across time zones.

Qualifications

• 3+ years managing a patient services or healthcare contact center team.
• History of upholding CSAT scores and team performance metrics.
• Data-driven approach to performance management and accountability.
• Experience in healthcare operations including billing and EMR platforms.
• Experience scheduling teams across multiple time zones.
• Vendor/offshore partner management experience.
• HR processes including performance management and escalations.
• Ability to manage multiple projects with competing demands.
• Passion for delivering an exceptional patient support experience.
• Experience with Zendesk.

Responsibilities

• Directly manage CC (onsite), SCC (onsite), and PSC (remote) teams across hiring, onboarding and daily performance.
• Evaluate team bandwidth and flex workforce needs, managing temporary/contract staff lifecycle.
• Manage shift scheduling and coverage optimization across time zones.
• Lead regular 1:1 check-ins and structured team meetings.
• Own operations, scheduling and people management for clinic teams in alignment with clinical leadership.
• Oversee patient care navigation, intake scheduling, triage and billing communications.
• Develop systems to support Billing and Collections workflows and inquiries.
• Monitor Zendesk queues and ensure real-time SLA adherence; report performance metrics.
• Coordinate with external vendor to ensure seamless workflow and queue support.

Skills

People management

Data-driven performance

Healthcare operations

Vendor management

Tools

Zendesk

Job description

Be part of the movement that’s redefining women’s healthcare

At Origin, working with us isn’t just a job—it’s a chance to transform the way care is delivered to women. Every day, we’re building a company that’s elevating the standard of care for thousands now, with our sights set on reaching millions in the future.

This past year, we partnered tirelessly with insurance companies to break down barriers to care. As a result, we’re now in-network for over 50 million people nationwide, making pelvic floor and whole-body physical therapy more accessible and affordable than ever before. It’s a milestone we’re incredibly proud of, and it’s just the beginning.

If you share our passion for creating accessible, life-changing care, we’d love to have you on our team. Together, we can continue making a difference for those who need it most.

Here’s what you can expect when you join us.

What We Offer

Comprehensive Benefits to Support You, Every Step of the Way

At Origin, we prioritize your health, well-being, and professional growth. Our full-time benefits are designed to empower you through every stage of life, including:

• Healthcare Benefits: Medical, dental and vision benefits, and an employer-paid health reimbursement account covering in-network medical expenses like prescriptions, copays, and deductibles.
• Paid Time Off: PTO for vacations, 9 paid federal holidays, and additional wellness days.
• Parental & Family Support: Paid parental leave.
• Financial Security: A 401(k) plan (after 1 year of employment) with employer matching and student loan payment support.
• Continuing Education Stipends: Annual stipend for conferences or courses.

At Origin, we believe in caring for the caregivers and redefining what it means to support your career and well-being.

About the role

The Patient Support Manager oversees daily operational execution, scheduling, coverage, and people management for Origin’s patient-facing support teams, including onsite Clinic Coordinators (CCs), Senior Clinic Coordinators (SCCs), remote Patient Services Coordinators (PSCs), and temporary/contract support staff, as well as coordinating daily coverage with our external vendor. This role focuses on maintaining live operational SLAs, team accountability, process execution, flexible capacity management, escalation resolution, and patient-facing billing communications.

Key Responsibilities

People Management & Leadership

• 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.

Patient Support Operations, Billing, & ZenDesk Management

• 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.

Escalations & Cross-Functional Alignment

• Serve as the primary escalation point for Clinical Directors on CC and SCC operational and performance.
• Handle escalated patient communication.
• 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.

Onboarding & Process Execution

• 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.

What Makes Us Different

While each position may demand distinct skills and qualifications, we operate as a unified team, driven by our shared core values. At Origin, we're all about creating a safe and supportive haven within our community. We’re a growing team of hardworking and passionate individuals who integrate the following values into our everyday practices:

Own it. We show up with our best work. We’re creative, focused, proactive, and get the details right.

Go big. We have a big vision for women’s health and are energized by our potential impact. We act with urgency, yet remember it’s a long game.

Stretch. Growth can be uncomfortable and progress isn’t always linear. We create a safe space for honest learning, taking risk, and understanding failure.

Be generous. We’re kind, high integrity, and assume the best. We celebrate wins and build each other up.

About you

• 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

Required:

• Experience with Zendesk

Base Salary Rang e: $80,000 - $100,000