The Patient Services Manager is responsible for overseeing all patient-facing administrative functions, ensuring a seamless patient journey, service excellence, and operational efficiency across admissions, reception, and support services.
Key Performance Areas: (include but are not limited to)
Manage patient services operations in accordance with Lenmed Standard Operating Procedures (SOPs).
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.
Manages the post discharge collection of debt from funders and patients.
Post Requirements: (include but are not limited to)
SAP experience.
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.
Knowledge of healthcare regulations and patient confidentiality requirements.
Proficiency in hospital information systems and Microsoft Office.
Strong leadership, organisational, 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.