Lead Patient Services Specialist

Join the Team Modernizing Medicine At ModMed , we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: Job Summary : 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! Your Role: Workforce & Operations SMEs: Serve as a key stakeholder for Workforce Management (WFM) tools and assist with forecasting agent schedules and specialty shift assignments. Process & Trend Analysis: Analyze departmental processes, quality metrics, and operational trends to identify key call drivers and recommend strategic resolutions. Data-Driven Curriculum Development: Utilize performance inputs (QA call evaluations, nesting feedback, low KPI metrics, and abandonment rates) to design and update training workshops and curriculum. AI Tool Integration: Incorporate AI workflows, automated tools, and AI-driven platforms into daily routines to maximize efficiency and accuracy. Floor Support & Escalations: Maintain a strong floor presence, serve as a main point of contact for daily workflow support, and lead special projects related to client escalations. Cross-Functional Communication: Collaborate and share performance trends with internal leadership and external offshore partners across global locations. Skills & 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. Familiarity with applications such as Power BI, RingCentral, Level AI, and Workforce Management (WFM) platforms is preferred. 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. ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits: United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep. Generous Paid Time Off and Paid Parental Leave programs, Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs, Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed, 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. PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website .