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1 result for Customer Service Manager in Kanata, ON
- Ottawa, ON
- onsite
- Permanent
- 88000 - 105000 CAD / Yearly
- <p><strong>Robert Half is partnering with an organization that's looking to add a Patient Service Manager to their growing team. This is a full-time/permanent role on site. </strong></p><p><br></p><p><strong>Responsibilities:</strong></p><ul><li>Supervise and guide the Patient Services team to regularly provide outstanding, empathetic, and professional support to patients, referring offices, and other key partners.</li><li>Manage day-to-day operations by overseeing staffing levels, scheduling, task allocation, and workflow effectiveness to meet service goals and operational demands.</li><li>Create, introduce, and uphold service expectations across all communication channels, including phone and email interactions.</li><li>Serve as the main point of escalation for challenging patient issues, complaints, and service recovery matters, ensuring prompt and suitable resolution.</li><li>Review feedback from patients and referring offices to spot patterns, resolve service shortcomings, and introduce enhancements that strengthen the patient experience.</li><li>Maintain the accuracy, organization, and timely communication of information entering and leaving the Patient Services department to support seamless care and efficient workflows.</li><li>Evaluate team performance, operational processes, and staffing needs to uncover ways to increase efficiency, remove obstacles, and maximize available resources.</li><li>Define, track, and present key performance metrics to measure team output, service quality, productivity, patient satisfaction, and operational success.</li><li>Analyze data and performance patterns to determine improvement opportunities, set measurable targets, and carry out plans to achieve results.</li><li>Design and implement strategies that support employee engagement, retention, and team performance while preserving excellent service delivery.</li><li>Recognize opportunities to simplify processes, strengthen information flow, and improve collaboration between Patient Services and other departments.</li><li>Identify and assess emerging technologies, systems, and tools that can boost call centre performance, improve workflows, enhance information management, and elevate the patient experience.</li><li>Take the lead in, or contribute to, the rollout of new systems, technologies, and process enhancements.</li><li>Partner with Operations, Finance, Human Resources, and other stakeholders to strengthen workflows, reporting, communication, and coordination throughout the organization.</li></ul><p><br></p>
- 2026-10-22T00:00:00Z