Patient Services Manager

CornerStone Professional Placement; Bethesda (MD); On-site; USD 85,000 - 110,000; Full time

Job summary

CornerStone Staffing is seeking a Patient Services Manager to lead a high-volume service operation supporting patients, members and healthcare stakeholders. You will oversee frontline leadership, coaching, performance, escalation management, and ensure staffing and service standards are met.

The ideal candidate has 5+ years in healthcare, pharmacy, benefits administration, or contact center settings, with strong analytics, cross-functional collaboration, and the ability to drive process

Qualifications

• 5+ years in customer service, contact center, healthcare, pharmacy operations, or related field.
• At least 2 years of direct people-management experience.
• Experience leading teams in high-volume service environments.
• Experience managing productivity, quality, escalations, attendance, staffing, and performance.

Responsibilities

• Oversee daily operations for a high-volume patient or member support team.
• Develop supervisors, team leads, and frontline staff through coaching and performance planning.
• Set expectations for service quality, attendance, productivity, and professionalism.
• Monitor staffing levels, workload, and capacity to meet service demands.
• Analyze performance data to identify gaps and improvement opportunities.
• Use metrics and feedback to create targeted improvement plans.
• Address escalated patient and customer concerns promptly and professionally.
• Collaborate with training, quality, HR, and other partners to improve onboarding and service consistency.
• Support hiring, staffing decisions, and workforce planning.
• Participate in performance management, development planning, and succession planning.

Skills

Leadership experience

Customer service management

Analytical skills

Coaching

Communication

Cross-functional collaboration

Education

Bachelor’s degree in Business, Healthcare Administration, Operations, or related field

Tools

CRM software

Workforce management tools

MS Office (Outlook, Excel, Word, Teams)

Job description

COMPENSATION & EMPLOYMENT DETAILS

• $85,000–$110,000 annually
• Full-time
• Leadership role overseeing patient and customer support operations
• Some after-hours leadership coverage may be required

ROLE OVERVIEW

A healthcare services organization is seeking an experienced Patient Services Manager to lead a high-volume service operation supporting patients, members, and other healthcare stakeholders. This role will oversee frontline leadership, workforce execution, service quality, employee performance, escalation management, and overall operational consistency. The Patient Services Manager will be responsible for ensuring teams are properly staffed, service expectations are met, employees receive consistent coaching and support, and operational issues are addressed quickly and effectively. The ideal candidate has leadership experience within healthcare, pharmacy services, benefits administration, contact center operations, or another complex customer support environment. This person should be comfortable managing through metrics, developing supervisors, resolving service challenges, and improving processes without losing sight of the patient and employee experience.

KEY RESPONSIBILITIES

• Oversee daily operations for a high-volume patient or member support team.
• Lead and develop supervisors, team leads, and other assigned employees through coaching, goal setting, feedback, recognition, and performance planning.
• Establish clear expectations related to service quality, attendance, productivity, documentation, professionalism, and operational execution.
• Monitor staffing levels, workload distribution, service volume, schedule coverage, and team capacity.
• Review operational performance data to identify service gaps, productivity trends, quality concerns, and areas requiring additional support.
• Use performance metrics and customer feedback to develop targeted improvement plans.
• Ensure escalated patient and customer concerns are addressed promptly, professionally, and consistently.
• Provide leadership support on complex or sensitive service issues that require additional review or resolution.
• Partner with training and quality teams to strengthen onboarding, employee development, knowledge retention, and service consistency.
• Work closely with clinical, pharmacy, technology, HR, and other business partners to resolve operational issues and improve the customer experience.
• Support hiring, staffing decisions, workforce planning, scheduling, and resource allocation.
• Participate in employee relations, performance management, development planning, and succession planning.
• Strengthen frontline leadership by coaching supervisors on accountability, communication, employee engagement, and performance management.
• Identify workflow barriers and lead initiatives that improve efficiency, accuracy, employee usability, and service outcomes.
• Evaluate recurring service issues and recommend practical solutions that address root causes.
• Maintain consistent communication with leadership regarding operational performance, staffing needs, risks, and improvement opportunities.
• Prepare performance updates, operational summaries, recommendations, and action plans as needed.
• Support business continuity and operational coverage during unexpected service disruptions or periods of elevated demand.
• Participate in after-hours leadership coverage when required.

REQUIRED QUALIFICATIONS

• 5+ years of progressive experience in customer service, contact center operations, healthcare services, pharmacy operations, benefits administration, or a related field.
• At least 2 years of direct people-management experience.
• Demonstrated experience managing teams in a high-volume, service-driven environment.
• Experience managing productivity, quality, customer escalations, attendance, staffing, and employee performance.
• Strong background coaching and developing supervisors, team leads, or frontline employees.
• Ability to manage multiple teams, priorities, and operational demands simultaneously.
• Strong analytical skills with the ability to interpret performance data and identify meaningful trends.
• Experience creating and implementing action plans based on operational or workforce performance.
• Strong written and verbal communication skills.
• Ability to work effectively across multiple departments and levels of leadership.
• Strong decision-making, problem-solving, and change-management abilities.
• Experience using customer service, CRM, workforce-management, ticketing, or contact center technology.
• Proficiency with Microsoft Outlook, Excel, Word, and Teams.
• Familiarity with call center phone systems, reporting tools, queue management, call routing, and service-level monitoring.
• Ability to work outside normal business hours when operational needs require additional leadership coverage.

PREFERRED EXPERIENCE

• Bachelor’s degree in Business, Healthcare Administration, Operations, or a related field.
• Experience managing healthcare, pharmacy, or benefits-related service teams.
• Background supporting patient or member service operations.
• Experience with workforce planning, scheduling, and contact center capacity management.
• Experience leading process-improvement or operational-efficiency initiatives.
• Familiarity with healthcare privacy, compliance, or regulated service environments.
• Pharmacy Technician certification preferred, or willingness and ability to obtain certification after hire.

WHAT WILL MAKE SOMEONE SUCCESSFUL

The strongest candidate will be a hands-on leader who can balance operational performance with employee development and customer experience. This person should be comfortable using data to guide decisions while staying connected to frontline teams and the day-to-day challenges affecting service delivery. Success in this role will require strong communication, consistent follow-through, sound judgment, and the ability to hold leaders accountable while helping them grow. The ideal candidate will be organized, analytical, responsive, and comfortable making decisions in a fast-paced environment while keeping service quality, employee engagement, and operational consistency at the center of the role.