Lead Patient Services Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a principal stakeholder for Workforce Management tools.

• Aid in predicting agent schedules and assigning specialty shifts.

• Evaluate departmental processes, quality metrics, and operational trends.

• Recognize key call drivers and propose strategic solutions.

• Utilize QA call assessments, nesting feedback, low KPI metrics, and abandonment rates to develop and refine training workshops and curricula.

• Integrate AI workflows, automated tools, and AI-driven platforms into everyday operations.

• Maintain a strong presence on the floor while providing daily workflow assistance.

• Lead special projects related to client escalations.

• Collaborate with internal leadership and external offshore partners across various global locations.

• Communicate performance trends with leadership and offshore partners.

⛳️ Requirements

• High School Diploma or equivalent, or a combination of education and experience, required.

• At least 4 years of experience in the medical claims or billing industry required.

• Minimum of 2 years of direct experience in contact center workforce administration support required.

• A minimum of 1 year of experience in data analysis and reporting required.

• Previous experience in training, facilitation, or workshop development required.

• Familiarity with Power BI, RingCentral, Level AI, and Workforce Management (WFM) platforms preferred.

• Strong analytical and logical problem-solving abilities with a proven history of identifying operational enhancements.

• Exceptional communication skills with the capacity to convey complex data trends and manage interactions across global teams.

• Demonstrated ability to make sound independent decisions in the absence of detailed supervision and effectively manage competing priorities.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.

• 401(k) matching contribution of 50% of employee contributions deferred on up to 6% of compensation; matching contributions fully vested after one year.

• Generous Paid Time Off.

• Paid Parental Leave programs.

• Company-paid Life and Disability benefits.

• Flexible Spending Account.

• Employee Assistance Programs.

• Company-sponsored Business Resource & Special Interest Groups.

• Professional development opportunities.

• Tuition reimbursement programs.

• Unlimited access to LinkedIn Learning.

• Global presence and opportunities for in-person collaboration.

• Remote availability for certain roles.