Patient Experience Manager

18 hours ago

Makati City, National Capital Region, Philippines Maxicare Health Services Inc. Full time ₱1,500,000 - ₱3,000,000 per year

As a senior leader within the Patient Care Division, the Head of Patient Experience is responsible for designing, implementing, and continuously improving Maxicare's patient-experience framework. The role ensures that every interaction reflects empathy, efficiency, and the company's culture of care. This leader translates service standards into actionable policies, oversees patient-engagement and loyalty programs, manages service recovery for non-medical complaints, and drives a consistent service culture across all clinics through collaboration, coaching, and insights.

What You'll Do

  • Develop, implement, and update policies and SOPs for non-medical, patient-facing operations to ensure consistent service delivery.
  • Lead patient engagement and loyalty initiatives, monitor feedback channels, and ensure timely response and issue resolution.
  • Oversee service recovery and complaint-management processes, identifying root causes and coordinating systemic improvements with Clinic Operations and Service Quality Assurance.
  • Partner with Operations Training to train and coach front-line staff on service standards, culture of care, and patient etiquette.
  • Analyze patient feedback and satisfaction data, generate insights and reports, and recognize teams or clinics exemplifying service excellence.
  • Benchmark industry practices and continuously enhance the patient-journey experience across all Maxicare clinics.

Qualifications

Education:

  • Bachelor's degree in hospitality management, Healthcare Administration, Customer Experience, or related field.

Experience / Knowledge:

  • Proven track record in customer service or healthcare operations leadership; experience managing patient or guest-experience programs preferred. Skills:

  • Strong leadership, coaching, and facilitation abilities

  • Analytical and data-driven; able to translate insights into actionable improvements

  • Excellent communication, presentation, and interpersonal skills

  • Proficient in Microsoft Office and basic reporting tools

Traits:

  • Empathetic, professional, proactive, and results-oriented

  • Calm under pressure and able to manage fast-paced clinical environments

  • Passionate about service excellence, continuous improvement, and cross-functional collaboration

Next Steps:

Required Application Form

To be considered for this role, please complete the following form:

Note: Failure to fill out the form may result in your application not being considered for interview. Already submitted this form before? No need to resubmit. We'll review your past responses.

What We Offer

We offer competitive and meaningful benefits because we value our team:

o Guaranteed up to 15th Month Pay

o Quarterly Rice Subsidy o Medicine Benefit

o HMO Coverage

o Life Insurance

o Convertible Leave Credits Ready to join us?

Make a difference in everyday healthcare—apply today

Note: If you've applied with us recently and were not selected, we kindly encourage you to reapply after six (6) months. This allows time for further growth and experience and ensures we give every applicant a fair and refreshed consideration. We truly appreciate your interest and look forward to the possibility of reconnecting in the future.

Job Type: Full-time

Work Location: In person

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