--- title: 'Patient Services Manager (Call Center Operations) at Akido' canonical: 'https://feeny.ai/job/patient-services-manager-call-center-operations-akido-san-salvador-8j0ctprnxyvh' type: 'job' last_seen: '2026-11-11' --- # Patient Services Manager (Call Center Operations) at Akido - **Company:** Akido - **Location:** San Salvador, El Salvador - **Work type:** remote - **Posted:** 2026-10-29 - **Last confirmed live:** 2026-11-11 - **Apply:** https://job-boards.greenhouse.io/akidolabs/jobs/4723392006 ## Job description Akido builds AI-powered doctors. Akido is the first AI-native care provider, combining cutting-edge technology with a nationwide medical network to address America’s physician shortage and make exceptional healthcare universal. Its AI empowers doctors to deliver faster, more accurate, and more compassionate care. Serving 500K+ patients across California, Rhode Island, and New York, Akido offers primary and specialty care in 26 specialties—from serving [unhoused communities](https://www.fastcompany.com/91231274/how-one-la-doctor-is-using-ai-to-help-homeless-communities-get-medical-care) in Los Angeles to [ride-share drivers](https://www.wsj.com/articles/the-ai-doctor-will-see-new-york-ride-share-drivers-now-5ba53e6c?mod=Searchresults_pos1&page=1) in New York. Founded in 2015 (YC W15), Akido is expanding its risk-bearing care models and scaling ScopeAI, its breakthrough clinical AI platform. [Read more about Akido’s $60M Series B](https://www.businesswire.com/news/home/20250515102298/en/Akido-Raises-%2460-Million-Series-B-to-Expand-Reach-of-ScopeAI-its-Breakthrough-Health-Artificial-Intelligence). More info at [Akidolabs.com](http://Akidolabs.com). ## About the role Location: Paseo General Escalón (Hybrid Position) Akido's Patient Services Center work is delivered by a team of roughly 100 agents in El Salvador through an outsourced partner. This team is the first voice many of our patients hear. They book and manage appointments across our specialty clinics (Cardiology, Endocrinology, Dermatology, Rheumatology, Primary Care, Pulmonary/Internal Medicine, and Nephrology) and support patient billing and accounts receivable calls. We're hiring a Patient Services Team Manager to be Akido's on-the-ground owner of that operation. You'll make sure every seat we pay for is staffed, trained, and productive; that the team meets its service levels; and that what we're billed matches what was delivered. You'll be Akido's representative on site, working day to day with the partner's operations, workforce management, and finance teams, and you'll be accountable to Akido, not to the vendor. This role suits someone who has run a contact center floor, knows how BPO staffing and billing actually work, and is comfortable holding a partner to the terms of a contract while keeping the relationship constructive. ## What you'll do Operational oversight - Be Akido's daily on-site presence: walk the floor, join huddles, and know the team, its leads, and its performance first-hand. - Monitor service levels across clinics: answer rates, abandonment, handle time, scheduling accuracy, and patient experience. Escalate gaps quickly. - Make sure SLA breaches are formally reported through the agreed channel (Zendesk) so contractual remedies are available. Report weekly on SLA performance. - Partner with the vendor's workforce management team on schedules, intraday staffing, and coverage across clinic areas and time zones. - Work with Akido's clinic and revenue cycle leaders to translate their needs into staffing and queue priorities. Headcount and roster control - Own the joint agent roster. Every billed agent should be on it, with a defined role (production, team lead, QA, training/buffer), clinic assignment, and start date. - Enforce the approved staffing model: the billable FTE ceiling, the non-billable buffer, and the approved PFS headcount. Make sure training and nesting agents are held in the buffer rather than in billable seats. - Ensure no recruitment or expansion happens without Akido's prior written approval, including the billable and non-billable training counts for each hiring class. - Reconcile the roster monthly against the vendor's HR system of record (hire, transfer, and termination dates). Invoice validation - Review each monthly invoice and supporting workbook before Akido approves payment. - Reconcile billed agent-days against three independent sources: the vendor's timesheets, our Aircall call-platform activity, and the joint roster. - Flag exceptions before payment, including: - days billed with no call activity - partial days billed as full days - leave and holidays billed as worked days - training days billed in production seats - agents billed above the daily cap - agents not on the roster - Track contractual credits (attrition credits for agents who leave within two months of hire, SLA penalties) and confirm they appear on invoices. - Make sure each month's backup arrives complete and on time and ties to the invoice exactly. Attrition and quality - Track attrition by hiring class and identify root causes. Push the partner on screening, onboarding, and retention. - Oversee training: curriculum, nesting progression, and readiness sign-off before agents move to production. - Run or audit call quality reviews, covering accuracy, compliance, empathy, and correct use of scheduling systems. - Coach team leads on performance management, and escalate persistent agent issues to the partner. Reporting and partnership - Produce a monthly operations and billing review for Akido leadership covering headcount, utilization, SLA performance, attrition, invoice exceptions, and credits. - Run the weekly operating cadence with the partner's director of operations and finance manager. - Keep written records of approvals, staffing decisions, and agreed changes so the operation always matches the contract. ## What you'll bring - 5+ years in contact center or BPO operations, including at least 2 years managing teams of 50+ agents or supervisors. - Hands-on experience with workforce management: forecasting, scheduling, adherence, and FTE/utilization math. - Experience reviewing or building vendor invoices, billing models (per-FTE, per-day, per-hour), or SOW-based staffing agreements. - Strong Excel or Google Sheets skills: pivot tables, lookups, and reconciling large timesheet and call-log datasets. SQL or BI tools are a plus. - Familiarity with contact center platforms (Aircall or similar), time-and-attendance systems (Deputy or similar), and ticketing tools. - Fluent English and Spanish, written and spoken. - The judgment to hold a partner accountable with data while keeping the relationship productive. - Healthcare scheduling, patient access, or revenue cycle experience strongly preferred. HIPAA awareness required. What success looks like in the first 6 months - - Every invoice is validated before approval, with exceptions resolved or credited. - The roster ties to billing every month with no unexplained agents. - Billable headcount stays within approved limits, with training held in the buffer. - SLA performance is reported weekly and breaches are formally logged. - Attrition within the first two months of hire is trending down, and credits are applied where they're owed. Akido Labs, Inc. is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities. ## About Akido ## Company Overview - **One-liner**: Akido Labs builds AI-powered clinical software and operates a nationwide network of primary and specialty care clinics to make exceptional healthcare universal. - **Entity Type**: Private (Series B, Y Combinator W15) - **Headquarters**: Los Angeles, California, United States - **Founded**: 2015 - **Founders**: Prashant Samant (CEO) and Jared Goodner ## Core Business - **Primary industry**: Healthcare technology and healthcare services (AI-native care delivery) - **Target customers**: B2C (patients) and B2B (health plans, risk-bearing entities); serves underserved populations, unhoused communities, and ride-share drivers - **Mission statement**: “We intend to even the playing field, leveraging AI and the latest medical advancements to bring the dream of high-quality personalized care to all. We are building the future of healthcare for everyone.” [akidolabs.com](https://www.akidolabs.com/) ## Products & Services - **Scope AI** – A proprietary clinical AI operating system trained on a large health data corpus, designed to assist doctors across all specialties, enabling hyper-personalized care and population health management. [akidolabs.com](https://www.akidolabs.com/) - **Akido Care Network** – A nationwide medical network (96 locations, 245+ providers) offering primary and specialty care across 26 specialties, with next-day visits and house calls. Serves 500,000+ patients. [akidolabs.com](https://www.akidolabs.com/) - **Insurance / Risk-Bearing Models** – Tailored health plans covering life, disability, mental health, medical reimbursement, and accident insurance (mentioned in LinkedIn profile). [linkedin.com](https://www.linkedin.com/company/akido-labs) ## Market Standing - **Valuation**: Not publicly disclosed - **Key Metric**: Total funding – **$81.6M** across 7 rounds, including a **$60M Series B** led by Oak HC/FT (June 2025) and an $11.2M Series A led by Future Communities Capital (December 2020). [linkedin.com](https://www.linkedin.com/company/akido-labs) - **Annual Revenue**: Estimated at **$18.3M** (LinkedIn data, likely conservative for a startup at scale). [linkedin.com](https://www.linkedin.com/company/akido-labs) - **Notable Investors/Partners**: Oak HC/FT, Future Communities Capital, Y Combinator; leadership includes former National COO of Kaiser Permanente and former President of Anthem Blue Cross (California). [akidolabs.com](https://www.akidolabs.com/company) - **Growth Signals**: - Headcount growth of **141.8% year-over-year** (LinkedIn reports 107 employees, though website claims “1000+ people around the world” – likely includes clinicians and contractors). [linkedin.com](https://www.linkedin.com/company/akido-labs) | [akidolabs.com](https://www.akidolabs.com/) - Serving 500K+ patients across California, Rhode Island, and New York - 620,000 patient visits per year - Expanding risk-bearing care models and scaling Scope AI nationally [akidolabs.com](https://www.akidolabs.com/) ## Competitive Advantages - **First AI-native care provider** – Combines proprietary AI (Scope AI) with a real-world clinic network, creating a closed-loop data flywheel. - **Deep integration with social impact** – Street medicine programs for unhoused populations and safety net partnerships differentiate Akido from pure telehealth or traditional providers. - **Experienced leadership** – Team includes former hospital administrators, health plan executives, and AI researchers from USC Digital Health Lab. - **Speed and accessibility** – Next-day visits, house calls, $44 average copay (vs. 26-day wait times and 2-hour waits in traditional settings). [akidolabs.com](https://www.akidolabs.com/) ## Strategic Focus - **Scale Scope AI** – Bring the AI platform to patients across the U.S. starting with Akido Care, aiming for “AI to unlock healthcare super-abundance provided by humans.” - **Expand risk-bearing contracts** – Grow the IPA (Independent Practice Association) and value-based care arrangements to reduce costs and improve outcomes. - **Geographic expansion** – Currently in California, Rhode Island, and New York; plans to enter more states. - **Talent acquisition** – Active hiring for clinical, operations, product, and engineering roles (20+ open positions as of mid-2025). [greenhouse.io](https://job-boards.greenhouse.io/akidolabs) ## Why Work Here - **Mission-driven**: “Make excellent healthcare a basic human right” – employees report high culture scores (4.4/5 on LinkedIn, 4.4 for culture, 4.2 for career). [linkedin.com](https://www.linkedin.com/company/akido-labs) - **AI + healthcare impact**: Opportunity to work on cutting-edge AI applied directly to patient outcomes, with a strong engineering and product team (27% of 107 employees in technical roles). - **Diverse roles**: Positions range from street medicine clinicians and operations managers to software engineers and product designers; some remote/hybrid options (e.g., Part-Time Registered Dietitian in New York with possible remote). [greenhouse.io](https://job-boards.greenhouse.io/akidolabs) - **Compensation**: Transparent salary ranges for some roles (e.g., Software Engineer ~$140K, Senior Software Engineer ~$161K). [linkedin.com](https://www.linkedin.com/company/akido-labs) - **Culture**: “Bridging Technology & Empathy” – team spans 5 countries, with a flat hierarchy and emphasis on social equity. ## Sources 1. [akidolabs.com](https://www.akidolabs.com/) – Company homepage, mission, product details 2. [akidolabs.com/company](https://www.akidolabs.com/company) – Leadership, 1000+ people claim, history 3. [linkedin.com/company/akido-labs](https://www.linkedin.com/company/akido-labs) – Employee count, funding, revenue, reviews, recent news 4. [job-boards.greenhouse.io/akidolabs](https://job-boards.greenhouse.io/akidolabs) – Open positions, job descriptions 5. [wellfound.com/company/akido-labs](https://wellfound.com/company/akido-labs) – (Note: not explicitly given but referenced via YC W15 status in search results – used for Y Combinator affiliation) ## Other roles at Akido - [Utilization Management Lead — Inpatient Case Management (RN)](https://feeny.ai/job/utilization-management-lead-inpatient-case-management-rn-akido-chino-hills-h0c24w14jymr) — Chino Hills, CA - [Behavioral Health Lead (LICSW)](https://feeny.ai/job/behavioral-health-lead-licsw-akido-ri-f3chfkee8daa) — , RI - [Operational Data Manager](https://feeny.ai/job/operational-data-manager-akido-california-nw85ap5czg6w) — California - [Senior Specialist, IPA Quality & Performance](https://feeny.ai/job/senior-specialist-ipa-quality-performance-akido-ontario-kdc8g68vgewr) — Ontario, CA - [Street Medicine-Scope Care Navigator](https://feeny.ai/job/street-medicine-scope-care-navigator-akido-california-yz55x5fxbhef) — California - [Clinic Site Manager](https://feeny.ai/job/clinic-site-manager-akido-pomona-589m8jr96c0z) — Pomona, CA - [Physician Associate (Physician Assistant) | Kern Street Medicine](https://feeny.ai/job/physician-associate-physician-assistant-kern-street-medicine-akido-bakersfield-7hfhn5fpp7q7) — Bakersfield, CA - [Physician Assistant (Physician Associate) RIPCMG](https://feeny.ai/job/physician-assistant-physician-associate-ripcmg-akido-ri-ady9d3p2ywmg) — , RI - [Nurse Practitioner in Primary Care RIPC MG](https://feeny.ai/job/nurse-practitioner-in-primary-care-ripc-mg-akido-ri-ezp88g0gp34f) — , RI - [Primary Care Physician (Rhode Island Primary Care Medical Group)](https://feeny.ai/job/primary-care-physician-rhode-island-primary-care-medical-group-akido-ri-0ws1drwe6v67) — , RI