Appointment Setting Manager / Patient Bookings Manager
New
M
Manila RecruitmentHealthcare
PhilippinesFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- People ManagementOperations ManagementProcess improvement
Requirements
- Strong operations and people management skills, with the ability to coach, motivate, develop, and hold team members accountable for performance
- Proven experience managing administrative support, appointment-setting, call center, healthcare booking, customer service, or remote teams
- Excellent attention to detail, with a strong focus on accuracy, quality, and process compliance
- Strong communication, problem-solving, and decision-making skills
- Comfortable managing KPIs, productivity metrics, service levels, performance targets, and team performance
- Excellent organizational and time management skills
- Experience working within structured processes, SOPs, and performance-driven environments
- Strong verbal and written communication skills
- Proven ability to build a positive team culture while enforcing performance standards, accountability, and operational excellence
Responsibilities
- Manage and support a remote appointment-setting/reception team
- Run daily team meetings and review booking performance, errors, workflow changes, and priorities
- Oversee patient booking workflows across Monday.com and Zanda
- Ensure new referrals, follow-ups, declined patients, cancelled appointments, and patients requiring rescheduling are actioned correctly
- Monitor upcoming appointments, appointment confirmations, pharmacist schedules, route efficiency, gaps, duplicate bookings, and missing information
- Review emails, missed calls, Zanda messages, and reception tasks to ensure nothing is missed
- Track staff KPIs including bookings, reschedules, cancellations not rebooked, inbound calls, net gain, and overall performance
- Coach team members on errors, workflow compliance, patient persuasion, and appointment-setting quality
- Coordinate pharmacist availability and identify areas where more pharmacist coverage is required
- Maintain clean, accurate operational boards and ensure patient records are updated correctly
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