About the role The Patient Support Manager oversees daily operational execution, scheduling, coverage, and people management for Origin's patient-facing support teams, including onsite Clinic Coordinators (CCs), Senior Clinic Coordinators (SCCs), remote Patient Services Coordinators (PSCs), and temporary/contract support staff, as well as coordinating daily coverage with our external vendor. This role focuses on maintaining live operational SLAs, team accountability, process execution, flexible capacity management, escalation resolution, and patient-facing billing communications.
Key ResponsibilitiesPeople Management & Leadership- 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: maintain full ownership of operations, scheduling, and people management for CCs/SCCs, while aligning with Clinical Directors (CDs) who hold supervisory authority for clinic direction.
Patient Support Operations, Billing, & ZenDesk Management- Oversee patient care navigation, intake scheduling (new and existing), intro calls, triage, medical records workflows, and referral processing.
- Develop and implement structured systems for CC, SCC, PSC, and temp teams to effectively support Billing and Collections (B&C) workflows and inquiries.
- Maintain a deep understanding of internal billing systems to guide team execution, oversee billing communications, and ensure accurate patient-facing B&C support.
- Monitor live ticket queues and phone/email volumes in ZenDesk, ensuring team compliance with real-time response SLAs.
- Track and report operational performance metrics, including Average Handling Time (AHT), throughput/efficiency, queue pending times, and clinic utilization outreach.
- Manage operational coordination with external vendor to ensure seamless workflow execution and queue support.
Escalations & Cross-Functional Alignment- Serve as the primary escalation point for Clinical Directors on CC and SCC operational and performance.
- Handle escalated patient communication.
- Address live workflow execution issues and hold staff accountable to established SOPs; escalate recurring systemic or technical issues to the Sr. Clinical Operations Program Manager for workflow redesign.
Onboarding & Process Execution- Own onboarding delivery for all incoming CC, SCC, PSC, and temp hires, ensuring comprehensive training on operational workflows, billing systems, and B&C communication protocols.
What Makes Us DifferentWhile each position may demand distinct skills and qualifications, we operate as a unified team, driven by our shared core values. At Origin, we're all about creating a safe and supportive haven within our community. We're a growing team of hardworking and passionate individuals who integrate the following values into our everyday practices:
Own it. We show up with our best work. We're creative, focused, proactive, and get the details right.
Go big. We have a big vision for women's health and are energized by our potential impact. We act with urgency, yet remember it's a long game.
Stretch. Growth can be uncomfortable and progress isn't always linear. We create a safe space for honest learning, taking risk, and understanding failure.
Be generous. We're kind, high integrity, and assume the best. We celebrate wins and build each other up.
About you- 3+ years managing a patient services or healthcare contact center team of 20-30 staff
- Demonstrated history of upholding and improving CSAT scores and overall team performance metrics
- Data-driven approach to performance management, reporting, and accountability
- Experience in healthcare operations including billing and working across multiple EMR platforms
- Experience scheduling and managing teams across time zones to meet business operating hours
- Experience with vendor and offshore partner management
- HR process fluency including performance management, corrective actions, and escalations
- Ability to manage multiple projects and prioritize competing demands
- Passionate about delivering an exceptional patient support experience
Required:
Base Salary Range: $80,000 - $100,000
