Robert Half is partnering with an organization that's looking to add a Patient Service Manager to their growing team.

This is a full time/permanent role on site.

Responsibilities: Supervise and guide the Patient Services team to regularly provide outstanding, empathetic, and professional support to patients, referring offices, and other key partners.

Manage day-to-day operations by overseeing staffing levels, scheduling, task allocation, and workflow effectiveness to meet service goals and operational demands.

Create, introduce, and uphold service expectations across all communication channels, including phone and email interactions.

Serve as the main point of escalation for challenging patient issues, complaints, and service recovery matters, ensuring prompt and suitable resolution.

Review feedback from patients and referring offices to spot patterns, resolve service shortcomings, and introduce enhancements that strengthen the patient experience.

Maintain the accuracy, organization, and timely communication of information entering and leaving the Patient Services department to support seamless care and efficient workflows.

Evaluate team performance, operational processes, and staffing needs to uncover ways to increase efficiency,



remove obstacles, and maximize available resources.

Define, track, and present key performance metrics to measure team output, service quality, productivity, patient satisfaction, and operational success.

Analyze data and performance patterns to determine improvement opportunities, set measurable targets, and carry out plans to achieve results.

Design and implement strategies that support employee engagement, retention, and team performance while preserving excellent service delivery.

Recognize opportunities to simplify processes, strengthen information flow, and improve collaboration between Patient Services and other departments.

Identify and assess emerging technologies, systems, and tools that can boost call centre performance, improve workflows, enhance information management, and elevate the patient experience.

Take the lead in, or contribute to, the rollout of new systems, technologies, and process enhancements.

Partner with Operations, Finance, Human Resources, and other stakeholders to strengthen workflows, reporting, communication, and coordination throughout the organization.

📌 Patient Services Manager (Ottawa)
🏢 Robert Half
📍 Ottawa