Job Details

Appointment Setting Manager / Patient Bookings Manager

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