Patient Services Manager

About the role

The Patient Services Manager (PSD Manager) is responsible for maintaining continuous patient satisfaction by overseeing daily operations of the call centre and ensuring high‑quality, cost‑effective health‑care delivery. The role combines team leadership, patient support, provider assistance and complaint resolution.

Key responsibilities

• Allocate daily tasks, create shift schedules and manage holiday coverage for PSD officers.
• Supervise call‑centre agents to guarantee that all inbound calls and complaints are handled professionally within service‑level agreements.
• Answer patient inquiries covering coverage, network locations, eligibility and medical questions.
• Monitor the Cisco dashboard and key performance indicators to track workflow and media posts related to the health‑care scheme.
• Escalate complex eligibility issues and support providers with system‑related problems.
• Facilitate complaint resolution, analyse daily complaint data and participate in improvement committees.
• Ensure compliance with GlobeMed procedures and communicate administrative changes affecting providers.
• Maintain agent morale and be available to work weekends or holidays as needed.

Required profile

• Degree in General Medicine.
• Minimum 7 years of customer‑service experience, including at least 2 years in a call‑centre environment.
• Strong computer literacy and familiarity with CRM solutions.
• Fluent in English and Arabic.
• Proficient with the full Microsoft Office suite.

Required skills

• CRM solutions
• Microsoft Office Suite
• Cisco dashboard monitoring