Patient Services Manager

1 week ago
Cape Town, South Africa Glasshouse Recruiting Full-time

Introduction

The Group is committed to creating places of healing for their communities, focused on attracting the best expertise and dedicated to building a steadfast, devoted team. The Patient Services Manager is responsible for overseeing all patient-facing administrative functions, ensuring a seamless patient journey, service excellence, and operational efficiency across admission, reception, and support services

Duties & Responsibilities

  • Manage patient services operations in accordance with Lenmed Standard Operating Procedures (SOPs)
  • Oversee front office functions including reception, admissions, discharge, and call centre services
  • Ensure a seamless and positive patient experience across all touchpoints within the facility
  • Lead and manage patient services staff, including performance management, training, and development
  • Monitor patient flow processes to improve efficiency and reduce waiting times
  • Ensure accurate patient registration, billing coordination, and documentation processes
  • Handle escalated patient concerns and complaints, ensuring timely and effective resolution
  • Collaborate with clinical, nursing, and finance teams to support coordinated patient care and billing processes
  • Monitor and report on patient satisfaction metrics and implement service improvement initiatives
  • Ensure compliance with healthcare regulations, data protection, and confidentiality requirements
  • Develop and implement policies and procedures to enhance patient service delivery
  • Oversee resource planning, staffing schedules, and operational coverage
  • Participate in audits, quality assurance programs, and accreditation processes
  • Promote and maintain strong relationships with internal and external stakeholders
  • Attend management and departmental meetings as required
  • Maintain a safe and compliant working environment in line with applicable regulations

Desired Experience & Qualification

  • Bachelor’s degree in healthcare administration, Business Administration, or related field
  • Minimum 5 years’ experience in hospital administration or patient services, with at least 2 years in a supervisory role
  • Strong understanding of hospital operations, patient flow, and customer service standards
  • Experience in managing front office, admissions, or call centre functions in a healthcare setting
  • Knowledge of healthcare regulations and patient confidentiality requirements
  • Proficiency in hospital information systems and Microsoft Office
  • Strong leadership, organizational, and problem-solving skills
  • Excellent communication and stakeholder management abilities
  • Ability to work under pressure and manage multiple priorities
  • High level of customer service orientation and attention to detail
  • Flexible in working hours as required

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