Patient Services Manager - Hospital Group - Klerksdorp

Introduction

The Group is committed to creating places of healing for their communities, focused on attracting the best expertise and dedicated to building a steadfast, devoted team. The Patient Services Manager is responsible for overseeing all patient-facing administrative functions, ensuring a seamless patient journey, service excellence, and operational efficiency across admission, reception, and support services

Duties & Responsibilities

• Manage patient services operations in accordance with Lenmed Standard Operating Procedures (SOPs)

• Oversee front office functions including reception, admissions, discharge, and call centre services

• Ensure a seamless and positive patient experience across all touchpoints within the facility

• Lead and manage patient services staff, including performance management, training, and development

• Monitor patient flow processes to improve efficiency and reduce waiting times

• Ensure accurate patient registration, billing coordination, and documentation processes

• Handle escalated patient concerns and complaints, ensuring timely and effective resolution

• Collaborate with clinical, nursing, and finance teams to support coordinated patient care and billing processes

• Monitor and report on patient satisfaction metrics and implement service improvement initiatives

• Ensure compliance with healthcare regulations, data protection, and confidentiality requirements

• Develop and implement policies and procedures to enhance patient service delivery

• Oversee resource planning, staffing schedules, and operational coverage

• Participate in audits, quality assurance programs, and accreditation processes

• Promote and maintain strong relationships with internal and external stakeholders

• Attend management and departmental meetings as required

• Maintain a safe and compliant working environment in line with applicable regulations

Desired Experience & Qualification

• Bachelor’s degree in healthcare administration, Business Administration, or related field

• Minimum 5 years’ experience in hospital administration or patient services, with at least 2 years in a supervisory role

• Strong understanding of hospital operations, patient flow, and customer service standards

• Experience in managing front office, admissions, or call centre functions in a healthcare setting

• Knowledge of healthcare regulations and patient confidentiality requirements

• Proficiency in hospital information systems and Microsoft Office

• Strong leadership, organizational, and problem-solving skills

• Excellent communication and stakeholder management abilities

• Ability to work under pressure and manage multiple priorities

• High level of customer service orientation and attention to detail

• Flexible in working hours as required