Patient Services Manager

A fantastic new opportunity has arisen for an innovative organisation based on the outskirts of Cambridge. This role has been created due to the unrivalled growth and development within the organisation and the consequential opportunity for a dynamic and forward thinking people manager to lead the team to the next stage.

The main purpose of this role is to ensure patient and customer focus is central to the commercial success of the Business by:
 Successfully managing the day to day activities of Patient Services, implementing
operational changes to support the growth of the Company, promote business excellence and
ensure delivery of an efficient, high quality service to both patients and the broader teams based at the other locations.
 As first point of contact for patients to ensure the conversion of enquiries to sales in order to
achieve business targets.

To be fully responsible for:-
 Achievement of customer sales and services KPIs.
 Management and development of Services staff across all 4 sites.
 Management of Patient Services budget.
 Ensuring the development of and most efficient use of IT ie databases, Office applications and all other forms of technology in order to deliver an excellent service to both patients and internal customers.
 Production and analysis of statistics reports for the Regional Clinic Managers and management teams.
 Review of department service levels.
 Ensuring Services processes and practices support the business needs of the Company through regular review and implementing changes when required to ensure the Function’s infrastructure supports the Company’s current business activities and future growth.
 Providing hands on support in all aspects of the day to day activities of the Patient Services team.
 Responsible for ensuring excellent administrative support for all the
programmes including liaison with our affiliated sites abroad.
 Ensuring that all staff role model the Company’s core values,
as often they are the first point of contact for patients.

This role is an extremely pivotal position within the organisation and is instrumental within their development plan. To that end, the right experience and personality is vital in ensuring this role is a successful addition to the team. To be successful in an application for this role, you will be able to:

Demonstrate an empathetic approach when dealing with people.
 Establish and maintain excellent working relationships to gain the confidence of employees at all levels within the Organisation.
 Demonstrate a collaborative and co-operative approach when working with internal and external stakeholders.
 Ability to train, supervise, performance manage and motivate the Services team.

SPECIAL PROJECTS
 To investigate ways to improve and enhance efficiency of the Patient Services across the Group and methods of implementing changes to processes and practices to ensure a smooth transition and promote business excellence.
 To undertake additional assigned projects with drive and enthusiasm.

CANDIDATE’S PROFILE
EDUCATION/PROFESSIONAL EXPERIENCE
 Degree level qualification in business administration/management desirable
 Significant experience in management of a team of administrators
 Significant experience working in customer care and administration/booking administration roles with demonstrated commercial awareness

SKILLS COMPETENCIES
 Proven line management skills
 Proven change management skills
 Process review skills
 Excellent interpersonal skills
 Excellent IT skills
 Excellent customer service skills
 Empathetic and compassionate approach to customer care
 Proven analytical ability

If you feel that you have the right skills for this role and can add value to this organisation at an exciting period of growth and development, please contact Sam Hunter at Hays without hesitation. This role is interviewing within the next 2 weeks as a matter of priority, and therefore a prompt application is encouraged.

December 6, 2013 • Tags:  • Posted in: General

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