Job Details Req ID: 119935 Supported Practice: Heartland Dental Category: Customer Service Location: 1200 Network Centre Drive, Effingham, IL 62401 Position Summary: Job SummaryThe Patient Services Manager is responsible for leading day-to-day operations within the Patient Services Center (PSC), ensuring exceptional patient experience, operational efficiency, and consistent team performance.The position oversees a team of Patient Services Supervisors, providing leadership, coaching, and accountability to drive team performance, engagement, and operational excellence. This individual will foster a culture of strong performance and partner cross-functionally to support department goals related to service, growth, and continuous improvement.You will work alongside other leaders within the Patient Services department, reporting to the Director of Patient Services, and collaborate with cross-functional partners to support the success of the PSC. ResponsibilitiesLead, coach, and develop Patient Services Supervisors as they maximize team performance.Conduct routine 1:1s, performance reviews, and coaching sessions to drive engagement and performance.Drive accountability for department goals through effective performance management and coaching.Foster a positive, collaborative, and patient-focused team culture.Support leadership development and succession planning within the department.Lead change management efforts related to new processes, technology, and organizational initiatives.Oversee daily operations to ensure service levels, productivity, and quality expectations are met.Analyze operational performance metrics, identify trends and gaps, and implement action plans to improve team and department results.Provide leadership and decision making support for complex patient and office escalations, ensuring timely and appropriate resolution.Models the CANI philosophy by continuously seeking improvement, adapting quickly to change, and positively influencing others through transitions.Utilize data and reporting to identify opportunities, inform business decisions, and drive continuous improvement initiatives.Partner with Training, Quality, Recruiting, and Operations to drive strategic initiatives and achieve departmental objectives.Support the piloting and implementation of new processes and technologies. Minimum Requirements:Practical knowledge of Heartland leadership systems to lead, coach, and develop high-performing teams. Completion of one of the following: two years of relevant supervisory experience OR Bachelor's degree in business, education, or communication and not less than one year of relevant management experience.Not less than one year experience leveraging data, analysis, and action planning to drive operational excellence in a fast-paced, high-occupancy environment.Strong computer skills, including experience with Microsoft Office SuiteStrong time management and organizational skillsAbility to work well under pressure and prioritize multiple tasksStrong verbal and written communication skillsAbility to interact with co-workers in a collegial manner to accomplish common tasksAbility to travel multiple times per year, including quarterly onsite meetings in Effingham, IL.The position will have access to minimum PHI necessary for performing job-related functions; regular HIPAA training, aligning with the specific role and responsibilities, will be required; and the individual will need to protect PHI and maintain data safeguards. Desirable Qualifications:Experience piloting new technologies or processes.Contact center leadership experience. Physical Requirements:Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the positionProlonged periods sitting at a desk and working on a computerMust be able to lift up to 15 pounds at timesWe put our people first at Heartland Dental, and that shows in our generous benefits package. Company retains the sole discretion to change the duties of the position at any time. We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.