Patient Experience Manager

2 days ago

Caloocan City, National Capital Region, Philippines Private Advertiser Full time $40,000 - $80,000 per year

The Patient Experience Manager will serve as the voice of the patient, working collaboratively with clinical and administrative teams to enhance the patient experience, improve satisfaction, and ensure that all patients feel heard, respected, and valued.

  • Oversee daily operations of all non-clinical service areas including Patient Experience, Admitting and Information, Central Registration, HMO Concierge, Housekeeping, Canteen, and other support units that impact patient satisfaction.
  • Ensure efficient workflows, proper staffing, and timely service delivery across all touchpoints in coordination with clinical and administrative departments.
  • Uphold service standards by leading service recovery efforts, addressing patient concerns, and promoting a culture of courtesy, empathy, and professionalism.
  • Supervise and develop staff through coaching, performance evaluations, and regular training to maintain a competent and engaged team.
  • Coordinate with departments such as Engineering, Nursing, Medical, Ancillary and IT to resolve operational issues affecting patient comfort and flow.
  • Monitor compliance with hospital policies, DOH guidelines, infection control, and ISO standards through regular rounds, audits, and reviews.

MINIMUM JOB REQUIREMENTS

Education: Bachelor's degree in any related field such as healthcare, hospitality, business, or public service.

Experience: With prior experience in managing customer service or hospital operations, including team supervision and service delivery. (2-3 years)

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