Patient Engagement Services Leader

InHealth; Philippines; On-site; PHP 600,000 - 850,000; Full time

Job summary

InHealth is seeking a Service Manager to lead the Patient Engagement Centre teams, overseeing team leaders and advisors across sites, ensuring referrals are processed accurately, appointments booked, and patient care remains top priority.

The role emphasises continuous improvement, KPI delivery, staff development, and collaboration with the Operational Planning Team to optimise booking processes and patient satisfaction across the NHS context.

Qualifications

• Experience leading large teams in a healthcare or customer-service setting.
• Strong focus on patient care, confidentiality and data protection.
• Proven ability to manage KPIs, reporting and analytics to drive improvements.
• Ability to recruit, develop and mentor staff, with succession planning.
• Experience coordinating cross-site operations and stakeholder management.

Responsibilities

• Oversee day-to-day activity for PEC NHS teams and maintain up-to-date processes.
• Direct line management and overall responsibility for PEC staff.
• Work with Operations to ensure clinically validated appointments are booked by priority.
• Liaise with business leaders to optimise operational booking processes and KPIs.
• Recruitment, workforce planning, and staff development including inductions.
• Report on KPIs and take corrective actions as needed.
• Ensure annual appraisals and PDPs for team members.
• Maintain training, appraisal and PDP records.
• Improve staff engagement and retention through feedback and coaching.
• Prepare reports for Head of Patient Services as required.

Skills

Reporting analytics

Data handling

Process orientation

Problem solving

Targets & objectives

Calm under pressure

Administrative systems

Patient care & confidentiality

Professional attitude

Flexible working

Job description

InHealth is seeking a Service Manager to lead the Patient Engagement Centre teams, overseeing team leaders and advisors across sites, ensuring referrals are processed accurately, appointments booked, and patient care remains top priority.

The role emphasises continuous improvement, KPI delivery, staff development, and collaboration with the Operational Planning Team to optimise booking processes and patient satisfaction across the NHS context.