Robert Half is partnering with an organization that's looking to add a Patient Service Manager to their growing team. This is a full-time/permanent role on site.
Responsibilities:
- Supervise and guide the Patient Services team to regularly provide outstanding, empathetic, and professional support to patients, referring offices, and other key partners.
- Manage day-to-day operations by overseeing staffing levels, scheduling, task allocation, and workflow effectiveness to meet service goals and operational demands.
- Create, introduce, and uphold service expectations across all communication channels, including phone and email interactions.
- Serve as the main point of escalation for challenging patient issues, complaints, and service recovery matters, ensuring prompt and suitable resolution.
- Review feedback from patients and referring offices to spot patterns, resolve service shortcomings, and introduce enhancements that strengthen the patient experience.
- Maintain the accuracy, organization, and timely communication of information entering and leaving the Patient Services department to support seamless care and efficient workflows.
- Evaluate team performance, operational processes, and staffing needs to uncover ways to increase efficiency, remove obstacles, and maximize available resources.
- Define, track, and present key performance metrics to measure team output, service quality, productivity, patient satisfaction, and operational success.
- Analyze data and performance patterns to determine improvement opportunities, set measurable targets, and carry out plans to achieve results.
- Design and implement strategies that support employee engagement, retention, and team performance while preserving excellent service delivery.
- Recognize opportunities to simplify processes, strengthen information flow, and improve collaboration between Patient Services and other departments.
- Identify and assess emerging technologies, systems, and tools that can boost call centre performance, improve workflows, enhance information management, and elevate the patient experience.
- Take the lead in, or contribute to, the rollout of new systems, technologies, and process enhancements.
- Partner with Operations, Finance, Human Resources, and other stakeholders to strengthen workflows, reporting, communication, and coordination throughout the organization.
Key Qualifications:
- At least 3–5 years of experience in patient services, contact centre operations, customer support, or healthcare administration, including proven leadership or team management responsibilities.
- Proven ability to enhance customer or patient satisfaction, strengthen team performance, and improve operational effectiveness.
- Hands-on experience developing, tracking, and applying KPIs, performance measures, or operational reporting to support decisions and drive better outcomes.
- Experience introducing new technologies, systems, or process changes to increase efficiency and improve service delivery.
- Experience leveraging AI to support organizational performance and improve results.
- Demonstrated ability to work effectively with multidisciplinary or cross-functional teams to address challenges and improve operations.
- At least 3–5 years of experience in patient services, contact centre operations, customer support, or healthcare administration, including proven leadership or team management responsibilities.
- Proven ability to enhance customer or patient satisfaction, strengthen team performance, and improve operational effectiveness.
- Hands-on experience developing, tracking, and applying KPIs, performance measures, or operational reporting to support decisions and drive better outcomes.
- Experience introducing new technologies, systems, or process changes to increase efficiency and improve service delivery.
- Experience leveraging AI to support organizational performance and improve results.
- Demonstrated ability to work effectively with multidisciplinary or cross-functional teams to address challenges and improve operations.
- Prior experience in a dental, oral surgery, or medical practice setting is highly preferred.
If this position interests you, please do not hesitate and apply online today!
Job Reference Number: 0013529794
