Job Description:
Euclid Telehealth is seeking a Manager, Patient Support Team who is passionate about exceptional patient service and leading high-performing teams in healthcare. Reporting to the Director of Operations, the Manager will provide leadership and operational oversight of the Patient Support Team, including Team Leads and PST members, while overseeing performance, staffing, KPIs, training, processes, escalations, and continuous improvement.
We believe every Canadian should have access to the specialized medical expertise that can preserve their vision for as long as possible. At Euclid Telehealth, we focus on eye disease screening for the leading causes of vision loss and blindness, such as glaucoma, diabetic retinopathy, macular degeneration, and others. Our mission is to provide ocular health screening to everyone and ultimately eliminate preventable vision loss and blindness through the early detection of eye disease, by providing expert Ophthalmic care in a convenient, modern way.
Your responsibilities as Manager, Patient Support Team will include, inter alia:
Strategic Leadership & Department Management
- Provide overall strategic leadership and direction to the Team Leads and Patient Support members.
- Develop and implement departmental strategies, goals, and initiatives that support Euclid Telehealth's operational and business objectives.
- Establish performance standards, service expectations, and accountability measures for the Patient Support Team.
- Directly manage, coach, and support the Team Leads, ensuring effective leadership and performance of the frontline team.
- Identify opportunities to improve the structure, effectiveness, and scalability of the Patient Support Team as the organization grows.
- Collaborate with the Director of Operations and relevant departments to ensure patient complaints and escalations are investigated and handled professionally, consistently, and in a timely manner.
- Support the Quality Assurance function by collaborating with the Director of Operations, leadership, and relevant departments to investigate significant patient complaints, identify root causes, and implement appropriate corrective actions.
- Partner with the Director of Operations on departmental planning, resource requirements, staffing, and operational priorities.
Operations, Policies & Process Improvement
- Oversee the overall operations of Team Leads and Patient Support Team, including appointment booking, patient communications, EMR data entry, and communication.
- Develop, review, and implement PST policies, procedures, workflows, and standard operating procedures to ensure consistency and operational excellence.
- Create and maintain training manuals, process documentation, reference materials, and other resources to support consistent service delivery.
- Regularly review existing processes and identify opportunities to improve efficiency, patient experience, quality, and team performance.
- Lead the implementation of new processes, systems, technology, and operational initiatives affecting the Patient Support Team.
- Ensure departmental practices remain aligned with company policies, privacy requirements, healthcare standards, and organizational objectives.
Performance, Quality & Reporting
- Establish, monitor, and analyze departmental KPIs related to productivity, appointment bookings, call volumes, quality, patient experience, and service levels.
- Review performance trends and develop strategies and action plans to address gaps and improve results.
- Prepare regular reports and recommendations for the Director of Operations.
- Oversee quality assurance initiatives, including monitoring patient interactions, auditing patient charts and identifying opportunities for coaching and process improvement.
- Develop and implement strategies to improve team productivity, service quality, and overall patient experience.
People Leadership, Training & Development
- Oversee recruitment, onboarding, training, development, and initiatives for the Patient Support Team.
- Develop and maintain comprehensive training programs, manuals, and resources for new and existing PST employees.
- Ensure consistent onboarding and ongoing training across the department.
- Identify departmental training needs based on KPIs, quality results, patient feedback, process changes, and performance trends.
- Provide coaching, mentorship, and performance guidance to the Team Lead and support the Team Lead in managing PST members.
- Promote a culture of accountability, continuous learning, collaboration, and professional development.
Cross-Functional Collaboration
- Collaborate with the Director of Operations, and other internal teams to support organizational objectives.
- Identify and address cross-functional operational challenges and ensure appropriate follow-up and resolution.
- Communicate departmental priorities, strategies, policies, and process changes effectively to the Team Leads and PST.
- Represent the Patient Support Team in leadership discussions and contribute to broader organizational initiatives.
- Attend and actively participate in Euclid Telehealth leadership and team meetings.
- Lead or support special projects and other initiatives as assigned by the Director of Operations or their delegate.
Your Demonstrated Skills
- Strong leadership, people management, coaching, and performance management skills.
- Exceptional communication and interpersonal skills with a patient-focused approach.
- Strong organizational, analytical, and problem-solving abilities.
- Ability to manage KPIs, identify trends, and drive performance and process improvements.
- Strong decision-making skills and ability to manage escalations and competing priorities.
- Ability to build strong relationships and collaborate effectively across departments.
- Proficiency with relevant technology and systems, including EMR platforms, RingCentral, Salesforce, Microsoft Office Suite, and other business applications.
- Ability to work independently and effectively in a remote environment.
- Knowledge of healthcare regulations, privacy requirements, and best practices is an asset.
What Your Background Is
- 5+ years of experience in patient support, customer service, healthcare administration, or a related field.
- 5+ years of leadership, supervisory, or management experience, preferably in healthcare or a high-volume customer service environment.
- Experience managing or overseeing a team; experience managing Team Leads is an asset.
- Demonstrated experience with KPIs, performance management, employee coaching, and team development.
- Experience with process improvement and operational planning is preferred.
- Confident with technology and able to quickly learn systems such as EMR platforms, Salesforce, RingCentral, and Microsoft Office Suite.
- Experience in an ophthalmic, optometric, or telehealth environment is an asset.
- Post-secondary education in Business Administration, or a related field is an asset.
- Legally entitled to work in Canada.
