Service Excellence Lead

2 weeks ago

Pasig, National Capital Region, Philippines Private Advertiser Full time ₱600,000 - ₱1,800,000 per year
The Service Excellence Lead plays a critical role in driving, supporting, and sustaining initiatives that elevate the patient experience across a network of hospitals. This position ensures the implementation and governance of patient-centric programs, manages patient feedback systems, and collaborates with operational teams to reengineer processes that improve patient flow and satisfaction.

Key Responsibilities:

  1. Patient Experience Governance & Implementation

  2. Guide the establishment and compliance of Patient Experience (PX) governance structures in hospitals, ensuring alignment with organizational frameworks and structures.

  3. Lead the roll-out, adoption, and monitoring of current and future PX digital platforms, ensuring effective execution at the hospital level.

  4. Ensure consistent application of PX standards and practices across the network to foster a culture of service excellence.

  5. Management of Organizational Feedback System (NPS)

  6. Co-manage the Net Promoter Score (NPS) platform, ensuring accurate and timely collection of patient feedback data.

  7. Analyze data and generate network-wide reports to support targeted PX improvement projects and track progress toward key performance indicators (KPIs).

  8. Collaborate with the PX Council or equivalent body to ensure strategic alignment of initiatives with overall service quality goals.

  9. Process Reengineering & Patient Flow Optimization

  10. Work with functional groups across hospitals to identify opportunities for process improvement in areas with critical turnaround times (TATs).

  11. Support the design, implementation, and monitoring of process reengineering efforts to improve patient flow, reduce waiting times, and enhance the overall patient journey.
  12. Monitor and evaluate outcomes to ensure sustained service delivery improvements.

Qualifications:
  • Bachelor's degree in Healthcare Administration, Nursing, Business Management, or a related field (Master's degree is a plus)
  • At least 5 years of relevant experience in hospital operations, quality improvement, or patient experience management
  • Hands-on experience with customer feedback systems (e.g., NPS platforms) and service excellence programs
  • Strong skills in data analysis and reporting using Excel, Power BI, or similar tools
  • Proven ability to work cross-functionally and influence stakeholders at all organizational levels

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