Patient Service Manager
On-siteGuaynabo, Guaynabo, Puerto Rico
Job Summary
Oversee daily operations of the Call Center and Registry functions, ensuring alignment with operational standards, service expectations, and patient-care priorities. Provide direct supervision, coaching, and performance management to Call Center Supervisors and the Registry Supervisor while monitoring metrics, service levels, and turnaround times. Ensure teams meet productivity and quality standards by analyzing performance gaps, developing action plans, and resolving escalated customer-service or operational issues. Develop and implement processes, procedures, and continuous improvement initiatives to enhance efficiency and service quality. Manage staffing, scheduling, and workforce coverage in collaboration with supervisors to maintain daily operational coverage. Partner with Operations, Quality, Compliance, Pharmacy, and other stakeholders to address operational needs and support timely referral turnaround.
Required Qualifications
- Bachelor's degree or relevant experience
- 4 to 6 years of experience in similar functions
- Knowledge of patient services, call center, registry, referral intake, case management, or specialty pharmacy operations
- Knowledge of operational performance management, service levels, productivity standards, quality monitoring, and process improvement principles
- Strong leadership and people-management skills, including the ability to coach supervisors, resolve conflicts, and promote team accountability
- Strong customer-service orientation and ability to promote excellent service delivery to patients, healthcare providers, payers, and internal stakeholders
- Ability to analyze performance data, identify trends, determine root causes, and implement practical action plans
- Ability to develop, refine, and enforce processes, procedures, workflows, and business standards
- Ability to manage multiple priorities, meet deadlines, and maintain organization in a fast-paced operational environment
- Strong problem-solving, decision-making, and change-management skills
- Ability to collaborate effectively with cross-functional teams, including Operations, Pharmacy, Quality, Compliance, Human Resources, and Information Technology
- Ability to maintain confidentiality and handle sensitive patient, employee, and business information appropriately
- Proficiency in Microsoft Office programs, including Word, Excel, Outlook, PowerPoint, and Teams
Desired Qualifications
- Knowledge of CPR+ or similar pharmacy management systems
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