PATIENT SERVICES MANAGER

LOCATION
Las Vegas, NV | Call Center Environment

EMPLOYMENT DETAILS
* Full-time
* Leadership role overseeing patient services operations
* Some after-hours leadership coverage may be required

ROLE OVERVIEW

A growing healthcare services organization is seeking an experienced Patient Services Manager to lead the day-to-day performance of a high-volume patient support operation.

This role is responsible for service delivery, workforce execution, quality, employee development, escalation management, and consistent operational performance. The Patient Services Manager will lead frontline supervisors and team members while ensuring service levels, productivity, quality, and customer experience expectations are met.

The ideal candidate has a strong background in healthcare, pharmacy, PBM, contact center, or customer service operations and has demonstrated success leading people in a fast-paced, metric-driven environment.

This position is well suited for a hands-on leader who can develop supervisors, improve processes, analyze performance trends, resolve escalated issues, and translate business priorities into clear expectations for frontline teams.

KEY RESPONSIBILITIES

* Lead daily patient services and contact center operations, including staffing, queue performance, service levels, productivity, quality, attendance, and schedule coverage.

* Manage and develop supervisors, team leads, and other assigned employees through coaching, performance feedback, goal setting, recognition, and development planning.

* Establish clear expectations for customer service, documentation, compliance, attendance, productivity, and operational execution.

* Monitor call center activity and operational dashboards to identify trends, performance gaps, and areas requiring additional support.

* Analyze KPIs, service-level results, quality findings, customer feedback, and workflow challenges.

* Develop and implement corrective or preventive actions when performance or service issues are identified.

* Ensure patient, member, pharmacy, and client inquiries are handled accurately, professionally, and within established service expectations.

* Oversee escalated service issues and ensure concerns are appropriately documented, resolved, and communicated.

* Use escalations and customer feedback to identify coaching opportunities and broader process improvements.

* Partner with Training, Quality, Clinical, Pharmacy Operations, Technology, Human Resources, and other teams to improve overall service delivery.

* Support onboarding, training, cross-training, and ongoing employee development initiatives.

* Help ensure frontline teams have current processes, procedures, and reference materials needed to perform effectively.

* Participate in workforce planning, hiring, staffing decisions, scheduling, and resource allocation.

* Support employee relations, performance management, coaching plans, and succession planning.

* Develop frontline leaders and strengthen consistent management and accountability practices across the department.

* Lead operational improvement initiatives focused on efficiency, quality, employee experience, and customer outcomes.

* Identify process gaps, recurring service issues, and workflow barriers and partner with appropriate teams to develop solutions.

* Prepare operational updates, performance summaries, risks, recommendations, and action plans for department leadership.

* Support business continuity planning and participate in after-hours leadership coverage when required.

REQUIRED QUALIFICATIONS

* 5+ years of progressive experience in customer service, contact center, healthcare, pharmacy, PBM, or related operations.

* At least 2 years of direct people-management or leadership experience.

* Demonstrated experience managing operational performance in a high-volume service environment.

* Experience managing service levels, productivity, quality results, customer escalations, and employee performance.

* Strong experience coaching and developing supervisors, team leads, or frontline employees.

* Ability to establish clear expectations and maintain accountability across multiple teams or workgroups.

* Strong analytical skills with the ability to interpret operational metrics and identify meaningful performance trends.

* Experience developing and implementing action plans based on service, quality, productivity, or workforce data.

* Strong written and verbal communication skills.

* Ability to collaborate effectively with cross-functional teams and senior leadership.

* Strong decision-mak