Patient Services Operations Manager

CornerStone Professional Placement; Nevada; On-site; USD 85,000 - 110,000; Full time

Job summary

CornerStone Professional Placement is seeking a Healthcare Customer Service Manager to lead a high-volume patient and member support operation. You will oversee frontline leaders, coaching, scheduling, and performance management to ensure service quality and patient experience.

You will partner with clinical, pharmacy, technology, and HR teams to resolve issues, drive process improvements, and provide after-hours leadership coverage when needed. This is a full-time on-site role in Nevada.

Qualifications

• 5+ years in customer service or related healthcare support.
• At least 2 years of direct people-management experience.
• Experience in high-volume, service-driven environments.
• Experience managing productivity, quality, customer escalations, attendance, staffing, and employee performance.
• Coaching and developing supervisors and frontline staff.
• Ability to manage multiple teams, priorities, and operational demands.
• Strong analytical skills to interpret performance data.
• Experience creating action plans from performance data.
• Strong written and verbal communication skills.
• Ability to work across departments and leadership levels.
• Decision-making, problem-solving, and change-management abilities.
• Experience with CS, CRM, workforce-management tech.
• Proficiency with Outlook, Excel, Word, Teams.
• Familiarity with call center systems and SLA monitoring.
• Willingness to provide after-hours leadership when needed.

Responsibilities

• Oversee daily operations for a high-volume support team.
• Develop supervisors and team leads through coaching and performance planning.
• Set and monitor service quality, attendance, productivity, and professionalism.
• Monitor staffing and workload distribution.
• Review performance data to identify gaps and trends.
• Use metrics and feedback to drive improvement plans.
• Address escalated patient and customer concerns promptly.
• Partner with training, quality, clinical, HR and other teams.
• Assist in hiring, staffing decisions, and scheduling.
• Support after-hours leadership coverage when required.

Skills

Leadership

People management

Performance coaching

Data analysis

Communication

Cross-functional collaboration

Call center ops

Scheduling

Problem solving

Change management

Education

Bachelor’s degree

Tools

CRM systems

Workforce management

Ticketing systems

Excel

Outlook

Teams

Job description

CornerStone Professional Placement is seeking a Healthcare Customer Service Manager to lead a high-volume patient and member support operation. You will oversee frontline leaders, coaching, scheduling, and performance management to ensure service quality and patient experience.

You will partner with clinical, pharmacy, technology, and HR teams to resolve issues, drive process improvements, and provide after-hours leadership coverage when needed. This is a full-time on-site role in Nevada.