guest relation manager

2 weeks ago

Manila, National Capital Region, Philippines St. Luke's Medical Center Full time

JOB SUMMARY

The Patient Relations Manager is dedicated to resolving issues and concerns raised by patients and their families. This position involves leading a team of
patient relations staff, implementing effective strategies to address patient feedback, and ensuring timely resolution of patient concerns. He/she
collaborates with various departments, advocates for patients' rights, and strives to enhance the overall patient experience by resolving issues and
fostering positive relationships. The incumbent also plans, manages and coordinates a variety of activities involved in design and implementation of
customer service in the Medical Center.

KEY FUNCTION(S)

  • Lead the team of patient relations in addressing and resolving issues and concerns raised by patients and their families.
  • Establishes and maintains timely, organized and effective systems for handling complaints, systems problems and process improvements and attends RRMC meetings as required.
  • Collaborates with the concerned unit/department manager to address and resolve patient complaints/concerns, delivering mutually beneficial solutions.
  • Plans and conducts customer needs assessment for changes in quality standards for services and evaluation of customer satisfaction.

    • Monitors hospital-wide customer satisfaction, analyze feedback, recommend improvements, and enhance satisfaction monitoring systems.
  • Assists the Department Manager/ Associate Director in preparing report and analysis of the Hospital wide Patients Satisfaction and feedback including the Likelihood to Recommend (LTR) score for all patient types and overall score.
  • Oversees in addressing all patient inquiries received through the phone, email or other means of communication, formal or informal.
  • Provides technical direction and inputs on all plans and programs for implementation.
  • Initiates in formulating ideas for Section services, prioritizing service excellence through problem prevention and creative solutions.
  • Handles and resolves problem situations encountered within the section and provides these situations with win-win solutions.
  • Plans and ensures the efficient budget and resource utilization for the department. Monitors and controls the department's expenditures based on the annual budget.

JOB REQUIREMENTS

Experience/Education Requirements:

  • Graduate of any 4 year course (Hotel and Restaurant Management/ Tourism/ Marketing)
  • At least 5 years of experience as a Customer Service Manager in a service industry.
  • Minimum of 3 years Supervisory or Management role.
  • Has experience in handling difficult conversation in healthcare or related
    industry.

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