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

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

Appointment Setting Manager – Patient Bookings Manager

Key skills