Patient Care Manager

Patient Care Manager

Are you data-driven, tech-savvy, and obsessed with patient experience?

Does technology come naturally to you? Can you inspire teams to create high-contact, high-value interactions that drive booked appointments across clinics from coast to coast? Are you an innovator who seeks out faster, smarter ways to hit goals?

If so — we want to meet you.

We’re looking for a strategic, motivated, and results-focused Patient Care Manager to take the reins of our nationwide scheduling operations. In this role, you’ll not only manage the team — you’ll work with the team, leading from the front and building momentum every day.

You’ll use data to guide decisions, tech tools to streamline efforts, and leadership skills to energize a team of agents toward exceptional patient engagement. This role is perfect for someone who loves building systems, coaching people, and getting results — fast and efficiently.

You’ll work cross-functionally with marketing, operations, and clinic teams to ensure that every patient has access to timely care, and every open appointment slot is a chance to drive better health outcomes.

• A data-driven leader who thrives on using KPIs and dashboards to guide performance and problem-solving.
• Tech comes easy to you — you’re comfortable with call center platforms, CRMs, and dental scheduling tools.
• You don’t just manage people — you motivate them to deliver meaningful, high-impact patient interactions that result in booked appointments.
• A strategist who turns insight into action and doesn’t wait to be told how to improve things — you find a better way and run with it.
• A team builder who leads with transparency, respect, and high standards.
• Passionate about creating efficient systems that benefit both the business and the patient.

• Appointment Scheduling & Strategy:
• Actively lead and participate in inbound/outbound scheduling of hygiene and dental treatment appointments across all clinics in Canada.
• Use prep reports and conduct daily team huddles to identify same-day and same-week booking opportunities.
• Ensure family bookings, treatment plan follow-ups, and appointment gap analyses are integrated into workflows.
• Leverage real-time data to reduce downtime and improve clinic utilization.
• Customer Service Excellence:
• Deliver an exceptional patient experience across every call and touchpoint.
• Train and mentor the team to align with high-contact, high-value interaction standards.
• Continuously evolve scripting, language, and tools to better educate and guide patients toward timely care.
• Marketing Integration:
• Partner with the marketing team to embed active campaigns into patient conversations.
• Monitor and optimize strategies that convert marketing leads into booked appointments.
• Identify and report on patient themes and conversion barriers.
• Leadership & Coaching:
• Motivate, mentor, and grow a high-performing call center team.
• Conduct weekly 1:1s, team huddles, and skill-building sessions (including role plays).
• Set clear goals and provide ongoing feedback tied to call quality, bookings, and conversion.
• Reporting & KPIs:
• Track and report on performance metrics including appointment rates, call conversion, and customer satisfaction.
• Identify trends and proactively resolve barriers to access or service.
• Recommend and implement tech and process improvements to elevate performance.
• Innovation & Continuous Improvement:
• Stay ahead of industry trends and call center technologies.
• Build agile systems that scale with growth and improve speed to impact.
• Champion a test-and-learn culture across your team.

• Bachelor’s degree in Business, Health Administration, Sales, or equivalent experience.
• 5+ years in call center leadership, ideally in healthcare, dental, or multi-location operations.
• Comfort with scheduling systems, CRMs, call center platforms, and KPI dashboards.
• Strong analytical skills — you see patterns, gaps, and opportunities in the data.
• An agile mindset — you move fast, adapt quickly, and bring others with you.
• Passion for service excellence, patient education, and operational efficiency.

• Results-driven, customer-obsessed, and detail-oriented.
• A true collaborator — cross-functional partnership is your norm.
• High emotional intelligence with a motivating leadership style.
• Strong communicator who can teach, coach, and inspire in equal measure.
• Resilient, proactive, and ready to build something great.

• Based in our Toronto Call Centre with frequent computer and phone use.
• Occasional travel to clinics and corporate meetings required.