Service Manager

Paul Morgann; Taguig; In loco; PHP 1.800.000 - 2.400.000; Tempo pieno

Descrizione del lavoro

Paul Morgann, a leading UK healthcare and diagnostic services provider, is seeking a Service Manager – Patient Engagement Centre to lead its Manila-based operations and ensure a high-quality, patient-focused experience.

Reporting to the UK Functional Manager, you will oversee patient engagement services, coach team leaders and frontline advisors, and optimise appointment booking processes while driving efficiency and patient satisfaction.

Competenze

• 10+ years in client services with a healthcare focus.
• 5+ years in mid-to-senior management in customer-centric ops.
• Experience managing inbound/outbound healthcare customer service.

Mansioni

• Oversee patient engagement services and compliance across sites.
• Lead team leaders and frontline advisors; coach and develop talent.
• Optimize appointment booking processes and operational efficiency.
• Drive KPIs and patient satisfaction targets across time zones.

Conoscenze

Healthcare CS ops

People & Team Leadership

KPI & Performance Mgmt

Workforce Planning

Process Improvement

Patient Experience

Compliance & QA

Cross-Site Collaboration

Strumenti

Excel

Descrizione del lavoro

A leading UK healthcare and diagnostic services provider is seeking a Service Manager – Patient Engagement Centre to lead its Manila-based operations, drive service excellence, and ensure a high-quality, patient-focused experience.

Reporting to the UK Functional Manager, this is an opportunity for an experienced operations leader to oversee patient engagement services, manage team leaders and advisors, and optimize appointment booking processes while driving operational efficiency and patient satisfaction.

We are particularly interested in speaking with professionals who have experience in:

• Healthcare Customer Service Operations: Managing patient-facing or healthcare account operations, ensuring accurate referrals, appointment booking, and responsive patient support.
• People & Team Leadership: Leading team leaders and frontline advisors, coaching employees, improving engagement, and strengthening retention.
• KPI & Performance Management: Monitoring service metrics, addressing performance gaps, and driving operational targets and customer satisfaction.
• Workforce Planning & Recruitment: Managing staffing requirements, monitoring attrition, supporting recruitment, and delivering structured onboarding and training.
• Process Improvement & Operational Excellence: Optimizing booking processes, improving service efficiency, and ensuring adherence to operational procedures and quality standards.
• Patient Experience & Stakeholder Management: Working with patients, customers, operational planning teams, clinical colleagues, and cross-functional stakeholders to deliver effective service.
• Compliance & Quality Assurance: Maintaining patient confidentiality, adhering to information security standards, managing complaints and escalations, and ensuring accurate documentation and reporting.
• Cross-Site & Global Collaboration: Partnering with international stakeholders across different locations and time zones to ensure consistent service delivery.

Qualifications:

• At least 10 years of experience in client services, with a focus on healthcare accounts.
• Minimum 5 years of mid-to-senior management experience in a customer-centric environment.
• Strong experience managing inbound customer service and outbound operations.
• Proven ability to lead teams, manage call centre metrics, and drive performance against KPIs.
• Experience working with cross-cultural stakeholders and international teams across multiple time zones.
• Strong analytical, problem-solving, communication, and people management skills.
• Proficiency in Excel, reporting, and performance analytics, with a strong understanding of patient care and confidentiality.