Patient Services Manager

Hannam Fertility Centre; Toronto; On-site; CAD 68,000 - 83,000; Full time

Benefits offered by this job

Group Health Benefits

Employer matching Retirement Savings

Job summary

Hannam Fertility Centre is seeking a Patient Services Manager to lead the day-to-day patient services operations and ensure a superior patient experience. You will oversee the patient journey from inquiry to discharge, working with physicians, administrators, and staff to uphold service quality.

The role emphasizes excellent customer service, confidentiality, and data-driven improvements, with a 37.5-hour week and a competitive compensation of CAD 75,000, reflecting experience.

Qualifications

• 5 years of leadership experience in a medical office environment.
• Post-secondary degree in business or health administration is an asset.
• Superior customer service, professionalism and confidentiality.
• Proficiency with Microsoft Office applications.

Responsibilities

• Lead and manage day-to-day patient services operations to ensure quality.
• Oversee the patient journey from inquiry through discharge.
• Collaborate with managers on projects to improve efficiency and patient experience.
• Support physicians, clinical staff and other managers daily.
• Respond to patient questions via email, phone, and in person.
• Ensure compliance with healthcare standards and policies.
• Continuously evaluate and improve in-clinic patient experience.

Skills

Leadership

Customer service

Communication

Data analysis

Conflict resolution

Negotiation

Problem solving

Interpersonal skills

Time management

Education

Post-secondary degree in business or health administration

Graduate degree in business or health administration

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Microsoft Office

Job description

Reporting to the VP of Operations, the Patient Services Manager supports the administrative operations of Hannam Fertility Centre (HFC). This role manages the Patient Services team and is accountable for their operational effectiveness and efficiency. They are also responsible for providing the highest quality patient service and patient interactions. The Patient Services Manager is also responsible for ensuring structures and initiatives are implemented to facilitate a positive patient experience, a collegial work environment for staff, and consistent financial outcomes for the organization.

This role has multiple direct reports. The role provides direction, supervision, and leadership to a diverse team who support patient intake, reception, and scheduling.

Details of Role:

• Full Time - 37.5 hours/week
• Permanent
• Expected Compensation - $75,000 (The posted salary reflects a fully experienced candidate. Compensation will be commensurate with experience, and the offer extended will reflect the successful candidate's qualifications and background)

This posting is for an existing vacancy within Hannam Fertility Centre.

Job Duties Include, but Are Not Limited To:

• Leading and managing the day-to-day patient services operations of HFC to ensure the highest quality patient experience.
• Overseeing the patient journey from the moment patients reach out to HFC or are referred from the community, through their arrival, treatment, and discharge from the clinic.
• Collaborating with other Managers on ongoing projects to support organizational efficiency and patient experience.
• Working with and providing support to Physicians, Clinical Administrators, Nursing, and other Managers on a daily basis as required.
• Answering questions and concerns from patients via e-mail, telephone, and in person.
• Ensuring compliance with health care standards and internal policies.
• Continuously evaluating and improving patient in-clinic experience.

Skills & Qualifications

• 5 years of leadership experience in a medical office environment (preferably private sector).
• Post-secondary degree or graduate degree in business or health administration is an asset.
• Superior customer service skills, professional demeanor, and confidentiality are required.
• Proficiency in Microsoft Office, including Word, Excel, PowerPoint and Outlook.
• Strong written and verbal communication skills.
• Excellent critical thinking, conflict resolution, and data analysis skills.
• A diplomatic leader who inspires their team and leads with integrity.
• The ability to prioritize and manage multiple tasks efficiently and effectively.
• Strong interpersonal skills to manage interactions with various HFC personnel, third party organizations/vendors, auditors, and regulatory agencies.
• Excellent problem solving, conflict resolution, and negotiation skills.

More About Working in This Role at HFC:

• We offer a welcoming and spacious work environment, and an opportunity to both contribute to societal well-being and make a true difference in the lives of our patients.
• Must be able to work safely in a typical office environment with frequent online or in person meetings
• Clinic hours: 7 AM – 3 PM (Sunday – Saturday)
  • Schedule of Role – 7 AM - 3PM, Monday - Friday (weekend coverage as needed)
• Access to Group Health Benefits on first day of employment
• Retirement Savings Plan (with Employer matching after 2 years)

AODA, Employment Equity, and Human Rights Statement

Hannam Fertility Centre is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and with the Ontario Human Rights Code. HFC strives to ensure that its employment practices are free from direct and indirect discrimination and will ensure the full participation and advancement of members of historically disadvantaged groups (i.e., members of visible minorities, persons with disabilities, women, and aboriginal peoples).

As such, HFC will do its due diligence to make accommodations available to applicants with disabilities upon request, will ensure they are fair and equitable for all persons, and will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation.

Artificial Intelligence Disclosure

Hannam Fertility Centre does not use Artificial Intelligence for the purpose of assessing, selecting, and screening applicants.