Manager Patient Care
About the Role
Excel Labs is hiring an experienced healthcare service professional as Manager Patient Care at its Main Laboratory in Islamabad. The position leads the front-desk patient care team, resolves service concerns, and guarantees compassionate, seamless diagnostic experiences for patients.
Key Responsibilities
- Lead, supervise, and empower the front-desk patient care and reception team at the Main Diagnostic Center in Islamabad.
- Maintain exceptional hospitality and service excellence standards across all patient touchpoints from reception to specimen collection.
- Handle patient feedback, investigate grievances, and resolve escalated service issues with empathy and speed.
- Coordinate seamlessly with diagnostic pathologists, phlebotomy teams, and home sample collection staff to optimize turnaround times.
- Track patient satisfaction scores (CSAT/NPS), identify service bottlenecks, and roll out front-office training programs.
- Manage billing workflows, corporate client registrations, and emergency sample intake protocols.
Qualifications & Skills
Basic Requirements
- Bachelor's or Master's degree in Healthcare Management, Hospital Administration, Business Administration, or related discipline.
- 5+ years of proven patient care, customer service leadership, or operations experience in a leading hospital or clinical lab network.
- Deep understanding of clinical service ethics, empathetic patient communication, and medical customer relations.
- Strong leadership, crisis de-escalation, and team development capabilities.
- Proficiency in Hospital Information Systems (HIS) / Laboratory Information Systems (LIS) and MS Office.
Preferred Qualifications
- Prior management experience in ISO 15189 or CAP-accredited diagnostic laboratory chains in Pakistan.
- Proven track record of improving Net Promoter Scores in clinical settings.
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About Excel Labs
Excel Labs is one of Pakistan's most trusted clinical diagnostic networks, operating an extensive chain of testing laboratories and collection centres delivering accurate medical pathology services for over 30 years.
Let our professional HR team handle your entire application for Excel Labs from start to finish.