Customer Service Manager — Patient Services

As a Customer Service Manager specializing in healthcare customer care, you will be responsible for leading and overseeing the daily operations of the Patient Services Department. In this strategic and hands-on leadership role, you will ensure the delivery of an exceptional, compassionate, and seamless patient experience from initial contact through post-treatment follow-up. You will provide operational leadership to the patient care team, optimize workflow performance, streamline call centre processes, and build strong relationships with patients, staff, and referring offices.

In this dynamic healthcare leadership environment, the Customer Service Manager will leverage key performance indicators (KPIs), operational metrics, patient feedback, and innovative technology—including emerging AI call centre tools—to drive continuous operational improvement and enhance service delivery. Working closely with cross-functional leadership teams across Operations, Finance, and Human Resources, you will cultivate a supportive team culture focused on professional excellence, high employee engagement, and outstanding patient satisfaction.

Bilingualism in English and French is highly valued for this role in Orleans, ON. As a bilingual Customer Service Manager, your ability to communicate effectively in both official languages will play a key role in supporting diverse patients and referring offices, ensuring equitable, compassionate, and high-quality care across all points of contact.

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Advantages
• Competitive annual salary package ranging between $85,000 and $105,000 based on experience.
• Permanent, stable full-time leadership role with a respected and growing healthcare provider in Orleans, ON.
• Comprehensive health, dental, and employee benefits program.
• Opportunity to drive impactful operational and technological transformation in patient care.
• Collaborative, supportive, and compassionate organizational culture.
• Career growth and development support backed by Randstad's expert recruiters.

Responsibilities
• Lead, coach, and manage the Patient Services team to deliver compassionate, efficient, and professional customer care across all communication channels.
• Oversee daily call centre operations, scheduling, workload distribution, and workflow efficiency to meet service standards and operational goals.
• Establish, monitor, and report on key performance indicators (KPIs) and operational metrics to evaluate team productivity, service quality, and patient satisfaction.
• Act as the primary point of contact for complex patient escalations, resolving concerns with professionalism, empathy, and effective service recovery strategies.
• Proactively evaluate, adopt, and support the implementation of new technology, tools, and AI solutions to optimize call centre performance and streamline workflows.
• Collaborate with cross-functional teams in Operations, HR, and Finance to align operational workflows, support information sharing, and enhance continuity of care.
• Analyze patient and referring office feedback to identify trends, eliminate service bottlenecks, and execute continuous process improvements.
• Ensure full compliance with organizational policies, standard operating procedures, and healthcare privacy regulations.

Qualifications
• Minimum 3 to 5 years of experience in patient services, healthcare administration, customer service management, or call centre operations with proven supervisory or management experience.
• Background in medical, dental, or oral surgery practice administration is strongly preferred.
• Demonstrated track record of establishing and managing KPIs, service levels, and process optimization initiatives.
• Hands-on experience leading change, implementing call centre systems, or introducing operational tech/AI improvements.
• Solid understanding of healthcare operations, patient workflow management, and privacy compliance standards.
• Bilingualism (English / French) is considered a strong asset for candidates in the Orleans/Ottawa area.

• Proven leadership and people management capabilities with a passion for coaching, mentoring, and retaining high-performing customer service teams.
• Strong analytical mindset with the ability to interpret call centre metrics, data trends, and KPIs into actionable improvement strategies.
• Outstanding interpersonal and communication skills, with a patient-first approach to conflict resolution and service recovery.
• Forward-thinking approach to technology adoption, including familiarity with call centre technology, scheduling tools, and modern AI automation tools.
• Excellent organizational, multi-tasking, and problem-solving skills with high attention to detail in fast-paced healthcare environments.
• High level of emotional intelligence, empathy, and professional adaptability in managing change and supporting team adoption of new processes.

Summary
At Randstad, we are world leaders in talent solutions and experts in matching top professionals with industry-leading employers. Our dedicated specialized recruiters are true experts in healthcare customer care and are committed to guiding you through every step of your hiring journey. If you are a visionary Customer Service Manager ready to elevate patient care and drive operational excellence in Orleans, ON, we want to hear from you! Apply today directly through our website or connect directly with our specialized recruitment team to explore this exciting career opportunity.

If this specific position isn't the exact fit for your current career goals, connect with our recruitment team today to discover other exciting professional opportunities tailored to your unique expertise and aspirations.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.