Patient Services Operations Lead

CornerStone Staffing; 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

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