Head of Patient Experience

1 day ago

Makati City, National Capital Region, Philippines TDS Global Solutions Full time ₱1,500,000 - ₱2,500,000 per year

Head of Patient Experience is responsible for designing, implementing, and continuously improving 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.

Highlights

  • 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 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.
  • 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

Job Type: Full-time

Pay: Php70, Php100,000.00 per month

Application Question(s):

  • How many years of experience do you have in customer service or healthcare operations leadership; experience managing patient or guest-experience programs preferred.

Work Location: In person

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