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Operations & Customer Support Manager - Healthcare & Medtech
2 months ago
Do you thrive in a fast-paced environment where clear communication and meticulous organisation are key? Are you passionate about patient care and ensuring a smooth experience? If so, we're looking for a dedicated Operations Manager to join our team
About the role:
In this role, you'll play a vital role in coordinating the patient journey for medical scanning procedures. You'll act as the main liaison between patients, our General Practitioners (GPs), and our partner network of scanning centers. Your primary focus will be on ensuring timely and efficient scheduling of appointments, while providing exceptional customer service to all parties involved.
Responsibilities:
- Handle objections and concerns on leads and schedule them up for GP booking
- Act as the primary point of contact for patients and doctors - managing all inquiries, bookings and concerns regarding booked scans.
- Manage the Operations team and be completely responsible for their activities and ensure everything gets done according to the SLA
- Collaborate effectively with GPs to understand patient referrals and ensure all necessary information is collected.
- Work closely with scanning centers to schedule appointments based on availability of all parties, scan type, and center location.
- Confirm appointments with patients via phone, email, WhatsApp providing clear instructions and addressing any anxieties they might have.
- Manage appointment scheduling software and maintain accurate records to avoid conflicts or delays.
- Track appointment progress and proactively address any potential issues that might arise, ensuring timely completion of scans.
- Liaise with scanning centers to receive and process scan results, ensuring timely delivery to referring GPs.
- Create and update processes and add automation for the better functioning of the entire end to end booking operations.
- Uphold the highest standards of confidentiality and patient privacy in all interactions.
Qualifications:
- Minimum 5 years of experience in a fast-paced customer service or coordination role.
- Experience managing teams
- Excellent communication and interpersonal skills, with the ability to build rapport with patients, GPs, and medical professionals.
- Good spoken and written english
- Strong organizational skills and meticulous attention to detail, with the ability to manage multiple tasks simultaneously.
- Proficient in MS Office Suite (Word, Excel, Outlook) and comfortable learning new software applications.
- Excellent time management skills and the ability to prioritise tasks effectively.
- A passion for patient care and a commitment to providing exceptional service.
- Experience in the healthcare sector and basic CRM with patients will be preferred.
Benefits:
- Competitive salary and benefits package.
- Opportunity to work in a dynamic healthcare environment.
- Make a positive impact on patient care journeys.
- Be part of a supportive and collaborative team.
If you're a highly organized and detail-oriented individual with a passion for patient care, we encourage you to apply
