Patient Support Operations Lead

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

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.