Lead Patient Services Specialist
About The Position
ModMed is hiring a driven Lead Patient Services Specialist who will play a pivotal role in optimizing operations and driving performance within our passionate, high-performing Revenue Cycle Management team. As a critical team member, you will leverage operational metrics and data analysis to identify call drivers, enhance workflows, and support team members delivering care for ModMed Revenue Cycle Management service providers. This leadership role makes you an integral part of ModMed's business and opens the door to an exhilarating career path within a fast-paced Healthcare IT company that is genuinely Modernizing Medicine!
Requirements
- High School Diploma or equivalent, or a combination of education and experience, required.
- Minimum of 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.
- Minimum of 1 year of experience in data analysis and reporting required.
- Prior experience in training, facilitation, or workshop development required.
- Strong analytical and logical problem-solving skills with a proven track record of identifying operational improvements.
- Excellent communication skills with the ability to convey complex data trends and manage interactions across global teams.
- Proven ability to make sound independent decisions in the absence of detailed supervision and effectively manage competing priorities.
Nice To Haves
- Familiarity with applications such as Power BI, RingCentral, Level AI, and Workforce Management (WFM) platforms is preferred.
Responsibilities
- Serve as a key stakeholder for Workforce Management (WFM) tools and assist with forecasting agent schedules and specialty shift assignments.
- Analyze departmental processes, quality metrics, and operational trends to identify key call drivers and recommend strategic resolutions.
- Utilize performance inputs (QA call evaluations, nesting feedback, low KPI metrics, and abandonment rates) to design and update training workshops and curriculum.
- Incorporate AI workflows, automated tools, and AI-driven platforms into daily routines to maximize efficiency and accuracy.
- Maintain a strong floor presence, serve as a main point of contact for daily workflow support, and lead special projects related to client escalations.
- Collaborate and share performance trends with internal leadership and external offshore partners across global locations.
Benefits
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
- 401(k) with a matching contribution
- Generous Paid Time Off and 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, including tuition reimbursement programs and unlimited access to LinkedIn Learning
- Global presence and in-person collaboration opportunities
- Dog-friendly HQ (US)
- Hybrid office-based roles and remote availability for some roles
- Weekly catered breakfast and lunch
- Treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
