Patient Coordinator

IKON Solutions Asia is hiring a Full time Patient Coordinator role in Makati, NCR. Apply now to be part of our team.

Job summary:

• Flexible hours available
• 2-3 years of relevant work experience required for this role
• Expected salary: ₱50,000 - ₱70,000 per month

WORK LOCATION: DUBAI, UAE

GENERAL DETAILS:

Position Title: Patient Experience Officer

Job Category: Administrative / Customer Service

Department: Patient Relations / Front Desk

Reports To: Patient Relations Supervisor / Clinic Manager

JOB PURPOSE / OBJECTIVE:

To support the delivery of exceptional patient-centered care by enhancing the overall patient journey from pre-arrival to post-visit follow-up. The Patient Experience Officer acts as a direct liaison with patients, coordinates service recovery efforts, gathers feedback, and ensures a smooth and respectful clinical experience aligned with DHA and JCIA standards.

1. KEY RESPONSIBILITIES / ACCOUNTABILITIES: Patient Experience and Support

• Greet and assist patients with courtesy and professionalism throughout their visit.

• Ensure patients feel welcomed, informed, and supported at every touchpoint.

• Provide guidance on appointments, processes, and service locations.

Service Recovery and Complaint Handling

•       Respond to patient complaints, concerns, or dissatisfaction in a timely and empathetic manner.

•       Escalate unresolved issues to the Patient Relations Supervisor.

•       Document service recovery actions and follow up with patients to ensure satisfaction.

Conduct Rounding and Engagement

• Conduct routine patient rounds to proactively identify concerns and gather feedback.

• Build rapport with patients and families, offering emotional support when needed.

• Ensure waiting patients are updated regularly regarding delays or schedule changes.

Communication and Coordination

• Coordinate between clinical departments and the front desk to ensure seamless communication.

• Assist in managing VIP or special needs patients with discretion and sensitivity.

• Help interpret or clarify instructions from medical staff, ensuring patient understanding.

Feedback Collection and Reporting

• Distribute and collect patient satisfaction surveys and comment cards.

• Assist in compiling monthly feedback summaries and trend reports.

• Identify recurring service gaps and suggest improvement opportunities.

Infection Control and Safety Compliance

• Ensure adherence to clinic IPC guidelines during patient interactions.

• Maintain hygiene standards in reception and waiting areas.

• Encourage patients to comply with infection prevention measures.

Administrative and Support Duties

• Support front desk during peak hours, assisting with check-in/check-out procedures.

• Help maintain accurate records of patient interactions and feedback.

• Participate in quality improvement projects and departmental meetings.

DIMENSIONS:

Budgetary Responsibility: Not Applicable Key Interfaces:

• Internal: Physicians, Nurses, Patient Relations Team, Quality, Infection Control

• External: Patients, Families, Visitors, Regulatory Inspectors (as required)

JOB SPECIFICATIONS:

Educational Qualification

• Diploma or bachelor's in healthcare, Hospitality, or Customer Service-related field

Experience

• –3 years in a customer-facing role, preferably in a healthcare setting

Licensing and Certifications

• Customer Service Training – mandatory

• First Aid Training - mandatory

• Infection Control Training – required or must be completed within first 6 months

Language

•Fluent in English; Tagalog, Arabic, or Hindi an advantage

KEY PERFORMANCE INDICATORS (KPIs):

6.1. ≥ 90% positive patient satisfaction feedback

6.2. Zero unresolved complaints beyond 48 hours (unless escalated)

6.3. At least 1 patient-centered service improvement idea submitted per quarter

6.4. Active participation in ≥ 2 quality or training initiatives per year

% compliance with service-related documentation and IPC protocols