Patient Experience Specialist

7 days ago

Pasig, National Capital Region, Philippines The Medical City Full time ₱1,500,000 - ₱2,500,000 per year

The Opportunity

This is not a support role—it's a strategic seat at the heart of healthcare transformation. As
Patient Experience Specialist
at The Medical City, you will lead the design and execution of enterprise-wide initiatives that elevate the patient and family experience across hospitals, clinics, and service units.

You will work closely with senior leadership to embed empathy, service excellence, and patient-centered care into the organization's DNA. From survey design to digital engagement and training programs, you'll shape how patients experience every touchpoint of their journey.

This is for someone who leads with empathy, builds with insight, and thrives in cross-functional collaboration.

What You'll Actually Do

  • Lead strategy:
    Develop and implement the Enterprise Patient Experience Strategy aligned with organizational goals.
  • Analyze feedback:
    Oversee survey design, deployment, and analysis; establish governance for service recovery and resolution.
  • Drive training and culture:
    Design and deliver training on communication, empathy, and service excellence; support leaders in coaching frontline teams.
  • Manage data and dashboards:
    Build and maintain KPIs and dashboards to monitor satisfaction, resolution time, and Net Promoter Scores.
  • Champion digital engagement:
    Leverage CRM tools, A/B testing, and digital platforms to enhance patient communication and retention.
  • Collaborate across units:
    Partner with Operations, Nursing, Marketing, IT, and HR to ensure a seamless patient journey.
  • Support local execution:
    Guide BU Patient Experience Officers in implementing enterprise standards with local customization.
  • Celebrate excellence:
    Create recognition programs for staff and physician champions of patient experience.

Who You Are

  • A graduate of
    Healthcare Administration, Nursing, or a related field
    .
  • Has
    3–6 years of experience
    in patient experience or healthcare service roles.
  • Experienced in
    survey design, CRM systems, and data analysis
    .
  • A strong communicator with a passion for service excellence and patient-centered care.
  • A collaborative leader who can influence across departments and levels of the organization.

What You'll Get

  • A strategic role in shaping the patient experience across a national healthcare enterprise.
  • Daily collaboration with senior leaders and cross-functional teams.
  • Exposure to enterprise-wide transformation and digital innovation.
  • A dynamic, mission-driven environment that values empathy, excellence, and innovation.
  • A platform to grow into senior roles in patient experience, operations, or healthcare strategy.

If you're looking for a predictable, back-office role—this isn't it.

But if you're ready to lead, listen, and transform how patients experience care, we want to hear from you.

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