Job Description
As an Appointment Setting Manager / Patient Bookings Manager, you will oversee the company’s patient booking and appointment-setting function.
You will be responsible for ensuring that referred patients are contacted, booked, confirmed, rescheduled when necessary, and efficiently allocated to pharmacists across different states. This role combines team leadership with hands-on operational coordination. It involves monitoring daily workflows, managing appointment boards, reviewing staff performance, resolving booking errors, handling cancellations and reschedules, coordinating pharmacist availability, and ensuring accurate communication with patients, pharmacists, and clinics.
Company Profile:
Our client is an Australian-based leading nationwide home medication review network that partners with GPs, pharmacists, and healthcare professionals to help patients optimize their medication use. The company organizes appointments with healthcare practitioners to help patients improve their health and better manage their conditions.
Through comprehensive in-home medication reviews, our client provides personalized, convenient, and supportive care that improves patient health outcomes. Trusted by patients and healthcare providers across Australia, the company has earned a 4.9⁄5 rating for delivering reliable and compassionate service.
As the company continues to grow, they are expanding their team in the Philippines and are looking for a passionate, proactive, highly motivated, and detail-oriented Appointment Setting Manager / Patient Bookings Manager to become a key leader within the business.
This is an excellent career opportunity for someone who takes extreme ownership, enjoys leading teams and improving processes, and is excited to play a significant role in the growth and success of a dynamic and growing company.
Duties and Responsibilities:
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
