Position Title: Manager of Services and Patient Experience
Work Location: Fertilys Clinics (Laval and Brossard)
Reports To: Director of Operations and Finance
Overview
The Manager of Services and Patient Experience oversees service delivery and patient experience across Fertilys clinics. As a strategic member of the management team, this role contributes to the organization’s vision and objectives by implementing continuous improvement processes to enhance patient experience and optimize clinic services.
Key Responsibilities
Operations:
- Process Optimization: Analyze and refine workflows to support clinic growth and deliver an optimal patient experience.
- Performance Monitoring: Establish and track key performance indicators (KPIs) to evaluate operational effectiveness and recommend adjustments as needed.
Patient Experience Team Management:
- Team Leadership: Recruit, train, and develop the patient experience team, fostering a motivating and harmonious work environment. Provide ongoing support to ensure the team remains engaged and goal-oriented.
- Enhancing Patient Experience: Develop, implement, and refine customer service procedures based on patient feedback to ensure seamless, compassionate care from initial contact through the entire patient journey.
- Communications Management: Coordinate messaging and interactions on social media to ensure timely and appropriate responses to patient needs and expectations, including Google reviews, Yelp, and satisfaction surveys.
- Ongoing Training and Development: Identify training needs within the team to ensure they have the skills required to deliver high-quality service and adapt to new technologies (e.g., AI solutions).
Continuous Improvement and Process Management:
- Strategic Planning: Contribute to the development of continuous improvement plans aligned with the organization’s strategic objectives. Work with the management committee to establish priorities and oversee the implementation of selected initiatives.
- Quality and Risk Management: Lead the risk management committee, analyze complaints, and develop corrective actions to minimize future risks.
- Business Practice Innovation: Implement best practices in operational management to enhance internal processes and patient satisfaction. Leverage business intelligence tools to support data-driven decision-making.
- Project Evaluation: Develop tracking criteria to measure the effectiveness of continuous improvement projects. Conduct regular evaluations to ensure objectives are met and adjust action plans based on observed results.
Candidate Profile:
Education:
- Bachelor’s degree in management, administration, or a related field (a graduate degree is an asset).
Professional Experience:
- 5-10 years of experience in team and project management, preferably in the healthcare sector.
Leadership:
- Ability to motivate and guide a diverse team, develop their skills, and foster an organizational culture focused on quality, excellence, and continuous improvement.
Key Competencies:
- Exceptional communication skills in both French and English, written and spoken.
- Analytical mindset with strong problem-solving abilities.
- Capacity to manage multiple priorities independently while maintaining attention to detail.
- Proficiency with medical management software and data analysis tools (e.g., Xero, Medesync, Astraia).
This role is an opportunity to make a meaningful impact on patient care and the operational excellence of Fertilys Clinics. If you are passionate about leadership, innovation, and improving patient experiences, we invite you to apply.