# Patient Services Manager (Call Center Operations) at Akido Labs > Remote · El Salvador · Manager · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Aakidolabs%3A4723392006 (read 2026-11-06). ## Facts (observed) - Company: [Akido Labs](https://alderhq.app/companies/akido-labs) - Location text: San Salvador; Remote, El Salvador - Where it can be done from (inferred): Remote · El Salvador (evidence: "Location: San Salvador; Remote, El Salvador") - Posted: 2026-10-29 (8 days ago) - First seen by alder: 2026-11-02 · last verified: 2026-11-04 - Reposted: 0 times · edited: 0 times - Apply on the employer's site: https://job-boards.greenhouse.io/akidolabs/jobs/4723392006 ## Pay and sponsorship - Posted pay: not posted ## Description (the employer's text) 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 in Los Angeles to ride-share drivers 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. More info at 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 --- Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Aakidolabs%3A4723392006 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.