Appointment Setting Manager – Patient Bookings Manager

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Manila Recruitment

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

🎯 Recruiter

🏢 Enterprise

Recruitment • Enterprise

Manila Recruitment is a leading recruitment agency based in the Philippines, specializing in innovative talent sourcing and headhunting services. The agency provides a wide range of recruitment solutions including executive search, IT recruitment, offshore staffing solutions, remote staffing, and more. With a focus on understanding clients' strategic business objectives, Manila Recruitment offers tailored recruitment strategies for multinationals, corporations, and start-ups entering the Filipino market. The firm prides itself on a process-driven approach, offering comprehensive candidate guarantees and a database of over 250,000 candidates. Certified headhunters at Manila Recruitment are dedicated to passive candidate sourcing, ensuring quality hires that align with company culture and requirements.

📋 Description

• Manage and support a remote appointment-setting/reception team • Run daily team meetings and review booking performance, errors, workflow changes, and priorities • Oversee patient booking workflows across Monday.com and Zanda • Ensure new referrals, follow-ups, declined patients, cancelled appointments, and patients requiring rescheduling are actioned correctly • Monitor upcoming appointments, appointment confirmations, pharmacist schedules, route efficiency, gaps, duplicate bookings, and missing information • Review emails, missed calls, Zanda messages, and reception tasks to ensure nothing is missed • Track staff KPIs including bookings, reschedules, cancellations not rebooked, inbound calls, net gain, and overall performance • Coach team members on errors, workflow compliance, patient persuasion, and appointment-setting quality • Coordinate pharmacist availability and identify areas where more pharmacist coverage is required • Maintain clean, accurate operational boards and ensure patient records are updated correctly

🎯 Requirements

• Strong operations and people management skills, with the ability to coach, motivate, develop, and hold team members accountable for performance • Proven experience managing administrative support, appointment-setting, call center, healthcare booking, customer service, or remote teams • Excellent attention to detail, with a strong focus on accuracy, quality, and process compliance • Strong communication, problem-solving, and decision-making skills, with the ability to identify operational issues and implement effective solutions • Comfortable managing KPIs, productivity metrics, service levels, performance targets, and team performance • Excellent organizational and time management skills, with the ability to manage multiple systems, workflows, daily priorities, and competing deadlines in a fast-paced environment • Experience working within structured processes, SOPs, and performance-driven environments • Strong verbal and written communication skills, with the ability to communicate professionally with patients, healthcare professionals, and internal stakeholders • Proven ability to build a positive team culture while enforcing performance standards, accountability, and operational excellence • **Preferred Skills/Qualifications:** • Healthcare administration, medical scheduling, patient bookings, or healthcare support experience • Experience with Monday.com and Zanda or another similar tools