Patient Experience Specialist

7 days ago

Batangas City A, Philippines BATANGAS HEALTHCARE SPECIALISTS MEDICAL CENTER Full time

Job Description:

  1. Handles issues/concerns/complaints of patients and their relatives and resolves these at the shortest turnaround time (24 hours upon receipt of complaint / concern) in collaboration with the concerned Unit/Department. In cases when issues are medical related, these will be endorsed to the Medical Director's Office.

(Note: The PxE Specialist shall inform his/her superior on all issues/concerns/complaints handledwhether medical or non-medical).

  1. Addresses Patient Feedback based on Patient Evaluation Forms.

  2. Ensures that Patient Feedback Forms are weekly monitored (retrieve accomplished forms by patients/relatives and refill forms in standees located in various Units/Departments).

  3. Manages and organizes Customer Delight Programs and events targetting patient partnership through education, participation and appreciation of the Institution as their provider of care and build relationships for life.

  4. Assists patients during admission, discharge, transfer, facilitation of procedures and results, and other requests for great patient as the need arises.

  5. Conducts daily visits and Quality Assurance Monitoring for In Patients.

  6. Conducts Mystery Calls to Employees to ensure Phone Skills Etiquette is being practiced.

  7. Assists his/her superior in conducting Customer Service Training Programs through:

a. Facilitation of logistical requirements (venue, microphones, food, etc.)

b. Attendees in coordination with various units/department

c. Registration

d. Other requirements

  1. Analyzes and prepares weekly, monthly, quarterly and year-end reports of the Department and submits these to his/her superior for review and finalization.

  2. Attends meetings to represent the Department in the absence of his/her superior.

  3. Performs other functions that may be assigned from time to time.

Qualifications:

  • A Bachelor's degree in Business, Healthcare Administration, communication, nursing, social work, or related field is required.
  • Experience in healthcare settings: At least 2-3 years of experience in a healthcare role, such as patient care, administrative roles, or customer service.
  • Strong communication skills both verbal and written, to effectively interact with patients, families, and staff.
  • Computer literate (word, excel, power point, etc )

Job Type: Full-time

Work Location: In person

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