Are you data-driven, tech-savvy, and obsessed with patient experience? Does technology come naturally to you? Can you inspire teams to create high-contact, high-value interactions that drive booked appointments across clinics from coast to coast? Are you an innovator who seeks out faster, smarter ways to hit goals? If so — we want to meet you. Position Summary: We're looking for a strategic, motivated, and results-focused Patient Care Manager to take the reins of our nationwide scheduling operations. In this role, you'll not only manage the team — you'll work with the team, leading from the front and building momentum every day. You'll use data to guide decisions, tech tools to streamline efforts, and leadership skills to energize a team of agents toward exceptional patient engagement. This role is perfect for someone who loves building systems, coaching people, and getting results — fast and efficiently. You'll work cross-functionally with marketing, operations, and clinic teams to ensure that every patient has access to timely care, and every open appointment slot is a chance to drive better health outcomes. Who You Are: * A data-driven leader who thrives on using KPIs and dashboards to guide performance and problem-solving. * Tech comes easy to you — you're comfortable with call center platforms, CRMs, and dental scheduling tools. * You don't just manage people — you motivate them to deliver meaningful, high-impact patient interactions that result in booked appointments. * A strategist who turns insight into action and doesn't wait to be told how to improve things — you find a better way and run with it. * A team builder who leads with transparency, respect, and high standards. * Passionate about creating efficient systems that benefit both the business and the patient. Key Responsibilities: 1. Appointment Scheduling & Strategy: * Actively lead and participate in inbound/outbound scheduling of hygiene and dental treatment appointments across all clinics in Canada. * Use prep reports and conduct daily team huddles to identify same-day and same-week booking opportunities. * Ensure family bookings, treatment plan follow-ups, and appointment gap analyses are integrated into workflows. * Leverage real-time data to reduce downtime and improve clinic utilization. 2. Customer Service Excellence: * Deliver an exceptional patient experience across every call and touchpoint. * Train and mentor, the team to align with high-contact, high-value interaction standards. * Continuously evolve scripting, language, and tools to better educate and guide patients toward timely care. 3. Marketing Integration: * Partner with the marketing team to embed active campaigns into patient conversations. * Monitor and optimize strategies that convert marketing leads into booked appointments. * Identify and report on patient themes and conversion barriers. 4. Leadership & Coaching: * Motivate, mentor, and grow a high-performing call center team. * Conduct weekly 1:1s, team huddles, and skill-building sessions (including role plays). * Set clear goals and provide ongoing feedback tied to call quality, bookings, and conversion. 5. Reporting & KPIs: * Track and report on performance metrics including appointment rates, call conversion, and customer satisfaction. * Identify trends and proactively resolve barriers to access or service. * Recommend and implement tech and process improvements to elevate performance. 6. Innovation & Continuous Improvement: * Stay ahead of industry trends and call center technologies. * Build agile systems that scale with growth and improve speed to impact. * Champion a test-and-learn culture across your team. What You Bring: * Bachelor's degree in Business, Health Administration, Sales, or equivalent experience. * 5+ years in call center leadership, ideally in healthcare, dental, or multi-location operations. * Comfort with scheduling systems, CRMs, call center platforms, and KPI dashboards. * Strong analytical skills — you see patterns, gaps, and opportunities in the data. * An agile mindset — you move fast, adapt quickly, and bring others with you. * Passion for service excellence, patient education, and operational efficiency. Key Competencies: * Results-driven, customer-obsessed, and detail-oriented. * A true collaborator — cross-functional partnership is your norm. * High emotional intelligence with a motivating leadership style. * Strong communicator who can teach, coach, and inspire in equal measure. * Resilient, proactive, and ready to build something great. Work Environment: * Based in our Toronto Call Centre with frequent computer and phone use. * Occasional travel to clinics and corporate meetings required. Canadian Dental Services is an equal-opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If you are contacted for a job opportunity, please inform us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions