HDSI: Patient Experience Supervisor

6 days ago

Mandaluyong, Philippines RelianceUnited Full time

Overview

The Patient Experience Supervisor oversees the running of Williams Center and HF Clinic Branches Operations and Patient Experience to ensure the highest level of non-clinical and Clinical service delivery. Take charge and manage the efficiency of non-clinical service delivery throughout the Williams Center Multispecialty and HealthFirst Clinic Branches. This position covers all patient experience programs Williams Center and HF Clinic Branches including but not limited to feedback and complaint management, NPS/Rating management, and analysis. This person is also in charge of non-clinical service excellence including managing patient queuing times, Patient Journey TAT, and overall efficiency of patient flow in non-clinical and Clinical areas of the Centers. The goal of this position is to ensure that HealthFirst Clinic delivers a high-quality experience for patients and their relatives aligned with our brand positioning of providing compassionate, patient-centered healthcare to every Patient.

Duties and Responsibilities
  • Originate and execute Patient Experience Programs, including but not limited to: PX initiatives, NPS Tool/Patient Experience Metrics Management, TATs and Analytics
  • Manage the frontline non-clinic service delivery of the Williams Center and Clinic Branches
  • Ensure efficient, engaging, and goal-oriented management of people within their scope.
  • Work with the Facility team to ensure patient and employee spaces are functional and aesthetically pleasing.
  • Generate action items based on data from the feedback tool (commendations, etc.)
  • Provide training and ongoing support to team members to ensure they can effectively meet their responsibilities.
  • Monitors and assesses patient interactions and feedback to identify areas for improvement.
  • Ensure that patients are treated with respect, courtesy, and empathy all the time.
  • Develop and implement strategies to improve the overall patient experience
  • Collaborate with various healthcare departments to make necessary changes and improvements based on patient feedback.
  • Analyze patient feedback and experience data to identify trends, issues, and areas for improvement.
  • Ensure compliance with healthcare regulations, patient rights, and privacy laws.
  • Manage the budget for the patient experience department, including resources
  • Develope, recommend, and implement new or revise policies, and standard procedures
  • Performs other duties assigned from time to time by the Head of Clinic Operations
Background and Qualifications
  • Graduate of 4 4-year course with a bachelor’s degree in nursing/allied, Healthcare Administration, Hospitality Management, or any related field
  • At least 1-2 years of experience in healthcare customer service or patient relations, with 1 year in a supervisory capacity
  • Strong leadership, coaching, and team management skills
  • Excellent verbal and written communication skills in English and Filipino
  • Experience in handling patient complaints and implementing service recovery strategies
  • Familiar with patient rights and outpatient clinical workflows
  • Proficient in MS Office and preferably knowledgeable in clinic management systems (CMS or EMR)
  • Empathetic, patient-oriented, and able to remain calm and composed under pressure
  • Willing to work on-site and in a fast-paced healthcare environment
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