Appointment Setting Manager – Patient Bookings Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage and provide support to a remote appointment-setting and reception team.

• Conduct daily team meetings to assess booking performance, errors, changes in workflow, and priorities.

• Supervise patient booking processes utilizing Monday.com and Zanda.

• Ensure accurate handling of new referrals, follow-ups, declined patients, cancelled appointments, and those needing rescheduling.

• Keep track of upcoming appointments, confirmations, pharmacist schedules, route efficiency, gaps, duplicate bookings, and missing information.

• Review emails, missed calls, Zanda messages, and reception tasks to ensure all details are addressed.

• Monitor staff KPIs, including bookings, reschedules, cancellations not rebooked, inbound calls, net gain, and overall performance.

• Provide coaching to team members on errors, workflow adherence, patient engagement, and appointment-setting quality.

• Coordinate pharmacist availability and pinpoint areas that require additional pharmacist coverage.

• Maintain organized, accurate operational boards and ensure patient records are updated properly.

⛳️ Requirements

• Strong operational and people management abilities, capable of coaching, motivating, developing, and holding team members accountable for their performance.

• Demonstrated experience in managing administrative support, appointment-setting, call center operations, healthcare booking, customer service, or remote teams.

• Exceptional attention to detail, emphasizing accuracy, quality, and compliance with processes.

• Excellent communication, problem-solving, and decision-making skills, with the capability to identify operational challenges and execute effective solutions.

• Comfortable overseeing KPIs, productivity metrics, service levels, performance targets, and team output.

• Outstanding organizational and time management skills, able to juggle multiple systems, workflows, daily tasks, and conflicting deadlines in a dynamic environment.

• Experience working within structured processes, standard operating procedures (SOPs), and performance-oriented settings.

• Strong verbal and written communication skills, capable of professionally interacting with patients, healthcare professionals, and internal stakeholders.

• Proven capacity to cultivate a positive team culture while upholding performance standards, accountability, and operational excellence.

• **Preferred Skills/Qualifications:**

• Experience in healthcare administration, medical scheduling, patient bookings, or healthcare support.

• Familiarity with Monday.com and Zanda or similar tools.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Flexible work hours and remote working options.

• Opportunities for professional development and career advancement.

• Supportive team environment with a strong emphasis on collaboration and communication.