Patient Support Ops Manager (Billing & CSAT)

The Blue Venture Fund; United States; On-site; USD 80,000 - 100,000; Full time

Job summary

Origin is redefining women’s healthcare by strengthening patient support operations across on-site and remote teams. The Patient Support Manager will lead CC/SCC/PSC staff, ensuring high-quality customer care, efficient billing communications, and strong cross-functional collaboration to support live SLAs.

The role emphasizes hiring, onboarding, and managing diverse teams, optimizing scheduling, and coordinating with external vendors to maintain seamless workflows and excellent patient service

Qualifications

• 3+ years managing a patient services or healthcare contact center team of 20–30 staff.
• Experience improving CSAT scores and team performance metrics.
• Data-driven approach to performance management and reporting.
• Experience in healthcare operations including billing and working across multiple EMR platforms.
• Experience scheduling and managing teams across time zones.
• Experience with vendor and offshore partner management.
• HR process fluency including performance management, corrective actions, and escalations.
• Zendesk 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: align operations with clinical direction.

Skills

Team management

CSAT improvement

Data-driven performance

Healthcare operations

Billing workflows

EMR platforms

Vendor management

HR processes

Tools

Zendesk

Job description

Origin is redefining women’s healthcare by strengthening patient support operations across on-site and remote teams. The Patient Support Manager will lead CC/SCC/PSC staff, ensuring high-quality customer care, efficient billing communications, and strong cross-functional collaboration to support live SLAs.

The role emphasizes hiring, onboarding, and managing diverse teams, optimizing scheduling, and coordinating with external vendors to maintain seamless workflows and excellent patient service