Service Manager

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

What you will do:

As the Service Manager, you will be responsible for the leadership of our staff based on the Patient Engagement Centre (PEC). You will be responsible for the direct line management of team leaders and advisors and as the main point of contact you will need to be comfortable working individually and cross-site as part of the wider management team. You will work alongside colleagues from our dynamic and fast-paced sites to ensure our Advisors process accurate referrals, book appointments with ease, and ensure all patients always receive the highest level of care and support. As an integral part of our Management Team, your skills will help us to improve our processes and systems deliver to ensure that we consistently deliver world class patient care.

What you will do:

In your role as Service Manager, your skills and expertise will provide leadership so that we deliver a high-quality, patient-focused service always. By adopting an approach of continuous improvement, you will deliver efficiencies in line with KPIs and objectives while never losing sight of patient and customer satisfaction. You will oversee the day to day duties of your team to ensure patient and customer focus is central to the commercial success of the business.

What you are responsible for:

• Overseeing all day-to-day activity for the PEC National Health Service (NHS) teams, remaining knowledgeable and up to date on all InHealth’s processes and ensuring a strong appreciation for the ‘role of the people manager’ is maintained




• The direct line management and overall management responsibility for staff within the PEC




• Working closely with the Operational Planning Team to ensure that clinically validated appointments are booked appropriately and according to clinical priority on the appointments system




• Liaising with Business Leaders to ensure that operational and booking processes are optimised to meet customers’ requirements and KPIs




• Understanding the role of Team Leaders and Patient Care Advisors in full and being prepared to step in and deputise for the Head of Patient Services if required




• Being actively involved in recruitment required within the team, monitoring attrition rates and workforce planning for future recruitment drives




• Delivering structured induction and training programmes for all new team members, including a review of the company’s policies and procedures




• Reporting on KPI’s and taking corrective action when variations in individual performance occur




• Ensuring the annual appraisal process is completed on time and incorporates a personal development plan for each team member that promotes growth and progression




• Maintaining up-to-date training, appraisal and PDP records for team members




• Increasing employee engagement by regularly requesting feedback from team members, maintaining a positive team environment and improving retention




• Developing immediate staff members by providing coaching and mentorship




• Compiling reports required by the Head of Patient Services as required




• Ensuring imaging data and reports are distributed to patients or referrers in line with clinical priority and contractual performance indicators




• Ensuring due regard is given to the customs, values and spiritual beliefs of patients, making sure their views are sought and considered




• Complying with ISO standards in respect of information security management




• Supporting escalated disciplinary and grievance concerns




• Reporting all incidents and complaints in line with company policy




• Cross-site management with other operational areas where necessary

What people see in you:

• A passionate and committed people manager who can motivate, encourage and communicate with colleagues at all levels to promote high results




• A person who naturally instils confidence in everyone they work with




• Someone with strong organisation and time management skills that can prioritise tasks and delegate appropriately




• A skilled and confident communicator both written and verbal




• Someone who can manage conflicting situations in a calm efficient manner




• Have experience in dealing with customers and/or patients and know how to manage their queries effectively and sensitively




• Understand the importance of patient confidentiality and be aware of data protection




• Strong attention to detail and excellent verbal and written communication skills, ensuring accuracy and clarity in verbal and written communication




• Ensure adherence to thorough internal quality assurance measures to comply with national standards

You will:

Essential Attributes (Personality & Approach)

• Driven, energetic, and positive attitude – demonstrates resilience and motivation in a fast‑paced environment.




• Team driver – able to collaborate effectively, influence peers, and contribute to collective success




• Proactive communicator – clear, concise, and confident in presenting ideas and updates




• Adaptability – comfortable working across time zones and adjusting to evolving priorities.




• Values alignment

Technical Skills (Functional Competence)

• Reporting & Analytics – The ability to generate, interpret, and present key metrics for decision‑making




• Data handling – proficient in Excel (pivot tables, lookups, modelling)




• Process orientation – ensures accuracy, compliance, and consistency in documentation and reporting




• Problem‑solving mindset – applies analytical thinking to improve forecasting, reporting cycle times, and operational efficiency




• Demonstrate a clear understanding of targets and objectives and be able to communicate this effectively with team members




• Thrive on and stay calm in challenging situations, working well under pressure




• Be skilled in a variety of administrative systems and processes




• Be able to demonstrate an appreciation of patient care and confidentiality




• Have a professional and cooperative attitude even when under pressure




• Be flexible in your working patterns to fulfil requirements and be willing to adjust these at short notice to accommodate unexpected changes.

You have experience of:

• Minimum 10 years of proven experience in client services, with a focus on healthcare accounts




• Minimum 5 years of management experience in a mid-to-senior leadership role within a customer‑centric environment.




• Demonstrated ability to manage cross-cultural and multi-time‑zone stakeholders, effectively partnering with global teams and client stakeholders.




• Experience in developing departmental goals, strategic plans, and performance metrics, including the establishment and management of KPIs.

• Strong experience managing both inbound customer service and outbound operations.




• Proven leadership and team‑building capabilities, with the ability to thrive in early‑stage or evolving environments.




• Solid understanding of call centre metrics and operational management best practices.




• Strong problem‑solving skills, with a hands‑on, proactive approach.