Booking Manager

Pureform & PureKids Radiology; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

Pureform Diagnostic Imaging is seeking a Booking Manager to lead our centralized patient booking centre on-site in Calgary. You will supervise the booking staff, optimize scheduling, and ensure high-quality patient experiences while achieving service KPIs.

The role requires a strong leader with experience in staffing, training, and performance coaching, able to adapt to clinic needs and collaborate across teams to improve workflows.

Qualifications

• High school diploma required and Medical Office Administrative Certificate or equivalent preferred.
• Minimum 5 years of related experience; 3 years of supervisory experience in healthcare preferred.
• Proven leadership, coaching and mentorship skills for large teams.
• Ability to read, comprehend and follow complex instructions.
• Ability to work in a fast-paced environment with interruptions.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee centralized patient booking centre on-site under the Director of Operations.
• Manage booking team staffing, vacation approvals, and workload to meet call volumes.
• Develop and monitor KPIs; run regular reports to verify targets.
• Hire, onboard, train, and develop booking staff; manage performance.
• Resolve complex patient inquiries, de-escalate concerns, triage issues.
• Collaborate with clinics to improve workflow and appointment scheduling.
• Lead process improvements to enhance efficiency and patient experience.
• Provide training materials and mentor staff; act as back-up booking specialist.

Skills

Leadership

Staffing

Scheduling

KPIs

Training

Customer service

Communication

Problem solving

Education

Medical Office Administrative Certificate

Job description

Position: Booking Manager

Employment Type: Full-Time, Permanent

Work Arrangement: On-Site

Reports To: Director of Operations

About Pureform Diagnostic Imaging

Pureform Diagnostic Imaging is a trusted community-based provider of diagnostic imaging services across Calgary and Airdrie, committed to delivering high-quality care and an exceptional patient experience. Our team works collaboratively across our clinics and support departments to provide efficient, compassionate, and patient-focused care while continuing to evolve alongside advancements in medical imaging. At Pureform, you’ll have the opportunity to be part of a supportive, team-oriented environment where your ideas, leadership, and contributions can make a meaningful difference for both our patients and our people.

Position Overview & Responsibilities:

Reporting to the Operations Director, the Booking Manager oversees our centralized patient booking centre. This role provides on-site leadership to maximize scheduling efficiency, support an excellent patient experience, and lead the booking team in achieving operational and service KPIs.

As the leader of the booking team, the Booking Manager is responsible for staffing, performance, training, and continuous improvement, ensuring booking operations run smoothly and clinic appointment schedules are used to their full potential.

The successful candidate is a flexible, adaptive, and solution-driven leader who brings a positive mindset to their work and builds strong relationships across teams. They are comfortable navigating change, thinking creatively, and finding practical solutions to challenges. This person continuously looks for opportunities to improve efficiency, accuracy, patient experience, and teamwork, while encouraging the same mindset across the booking team.

Key Responsibilities:

• Manage the booking team schedule, approve vacation requests, and ensure staffing levels meet call volume requirements.
• Develop and monitor KPIs to measure booking team efficiency, and run regular reports to confirm targets are being met.
• Audit patient calls to assess booking specialist skills and assign training to close performance gaps.
• Hire, onboard, train, and develop booking staff, manage performance and discipline, and ensure a consistent onboarding experience for all new hires.
• Resolve complex patient inquiries and complaints, de-escalate concerns, and triage issues to the appropriate department.
• Partner with internal teams to identify scheduling issues, understand root causes, and develop practical solutions to improve workflow and patient outcomes.
• Continuously identify opportunities to improve booking efficiency, scheduling accuracy, patient experience, and communication between the booking centre and clinics.
• Adapt processes and approaches as clinic needs, technology, patient volumes, and organizational priorities evolve.
• Approach challenges with a positive, solution-focused mindset and work collaboratively with others to find effective resolutions.
• Develop and maintain training materials on booking protocols and procedures, and mentor staff in their professional development.
• Serve as a back-up booking specialist when needed, managing high call volumes to maximize clinic appointment schedules.
• Monitor booking volumes, clinic capacity, schedule utilization, and appointment availability, taking proactive action to address gaps and maximize available appointment schedules.
• Encourage team members to identify opportunities for improvement and actively support the implementation of new ideas, processes, and solutions.
• Build strong working relationships with clinic teams, leadership, and other internal departments to promote communication, consistency, and teamwork.
• Lead by example by demonstrating flexibility, adaptability, professionalism, accountability, and a commitment to a positive patient and team experience.

Qualifications & Skills:

• High school diploma required and Medical Office Administrative Certificate or equivalent healthcare administration education preferred.
• Minimum 5 years of related experience required; 3 years of supervisory experience within a healthcare facility preferred.
• Proven leadership, coaching, and mentorship skills with the ability to lead a large team.
• Ability to read, comprehend, and follow complex instructions.
• Ability to work in a fast-paced environment amid frequent interruptions.
• Excellent written and verbal communication skills.
• Ability to think critically and solve problems.
• Ability to work with people from a variety of cultural, economic, and educational backgrounds.
• Strong customer service skills, including de-escalating concerns with professionalism and compassion.