Data and Information Management Specialist

Mercado General Hospital Inc.; Makati; On-site; PHP 360,000 - 540,000; Full time

Job summary

Mercado General Hospital Inc. is seeking a Data and Information Management Specialist to oversee the end-to-end lifecycle of customer and patient experience metrics across the Healthway Medical Network.

You will transform raw data into actionable insights and recommendations that drive operational improvements. Responsibilities include governing databases, analyzing feedback and NPS, maintaining dashboards, performing data validation, supporting CRM tools like CxPulse, and collaborating with PCX

Qualifications

• Bachelor's degree in Information, Business Administration, Health Informatics, Marketing, Communications, or related fields.
• 2–3 years of experience in data management, customer service reporting, or administrative roles in healthcare or service industry.

Responsibilities

• Maintain, update, and govern customer service databases, patient feedback platforms, and interaction logs.
• Coordinate with PCX to analyze feedback, NPS, patient satisfaction surveys, and complaint metrics.
• Monitor dashboards, trend reports, and management summaries daily, weekly, and monthly.
• Perform data validation and quality audits on customer feedback systems for accurate reporting.
• Assist in implementing and maintaining CxPulse CRM tools and feedback apps.
• Identify operational bottlenecks through data analytics and propose service recovery initiatives.
• Collaborate with PCX and admin teams to streamline patient feedback capture and resolution workflows.
• Assist in preparing data presentation decks and training materials for PCX programs.
• Assist in consolidating the annual operating budget, monitor expenses, process requisitions, and track variances.
• Support Procurement in vendor accreditation processes for preferred suppliers.

Skills

Data management

CRM platforms

Data visualization

Analytical skills

Communication

Organization

Attention to detail

Dashboard maintenance

Education

Bachelor's degree in Information or Business Administration, Health Informatics, Marketing, Communications, or related fields

Tools

Excel

Google Sheets

SQL/BI tools

CRM tools

Job description

About the role

The Data and Information Management Specialist oversees the end-to-end lifecycle, analysis, and strategic utility of customer and patient experience metrics across the Healthway Medical Network. This role transforms raw data, including patient satisfaction scores, qualitative feedback, inquiry logs, and complaint records, into actionable insights and evidence-based recommendations that drive network-wide and business-unit-specific operational improvements.

Key responsibilities

• Maintain, update, and govern customer service databases, patient feedback platforms, and customer interaction logs.

• Coordinate with the PCX team to consolidate and analyze customer feedback, Net Promoter Scores (NPS), patient satisfaction surveys, and complaint resolution metrics.

• Monitor daily, weekly, and monthly customer service dashboards, trend reports, and performance summaries for management review.

• Perform data validation and quality audits on customer feedback systems to ensure accurate reporting.

• Support the implementation and maintenance of customer relationship management (CxPulse) tools and feedback management applications.

• Identify operational bottlenecks and recurring customer service issues through data analytics, recommending actionable service recovery initiatives.

• Collaborate with PCX and administrative teams to streamline patient feedback capture and resolution workflows.

• Assist in preparing data presentation decks and training materials to support PCX enhancement programs.

• Assist in consolidating the annual operating budget, monitoring monthly expenses, processing purchase requisitions, and tracking budget variances.

• Cooperate and partner with the Procurement department to assist in managing the vendor accreditation process for preferred Corporate Patient Experience suppliers.

About you

• Bachelor's degree in Information or Business Administration, Health Informatics, Marketing, Communications, or related fields.

• 2–3 years of experience in data management, customer service reporting, or administrative roles, preferably within a hospital, healthcare, or service industry setting.

• Proficiency in data management tools, CRM platforms, customer survey applications, and database tools (e.g., Excel, Google Sheets, SQL/BI tools is a plus).

• Strong analytical skills with the ability to turn raw customer service data into clear, actionable reports and visual dashboards.

• Strong customer-centric mindset with high attention to detail and data accuracy.

• Excellent written and verbal communication skills.

• Strong organizational and multi-tasking capabilities to handle both analytical and administrative responsibilities efficiently.