Patient Experience Associate

Healthway Hospital Fairview Inc. (FEU-NRMF Medical Center); Quezon City; On-site; PHP 201,000 - 279,000; Full time

Job summary

Healthway Hospital Fairview Inc. (FEU-NRMF Medical Center) in Metro Manila seeks a dedicated Customer Service professional to engage patients, gather feedback, and assist with PhilHealth verification.

You will respond to inquiries across phone, social media, email, and walk-ins, handle complaints, coordinate with departments, and maintain DOH documentation while upholding Data Privacy Act compliance.

This role supports telehealth coordination and works closely with the Customer Service Head.

Qualifications

• Must be a graduate of Marketing and Psychology.
• Excellent interpersonal and communication skills.
• Strong customer service and active listening skills.
• Proficient in verbal and written communication.
• Medical education or healthcare experience is an advantage.

Responsibilities

• Conduct patient visits to gather feedback and assist with PhilHealth verification.
• Respond to patient inquiries via phone, social media, email, and walk-ins.
• Handle patient complaints and coordinate with departments to resolve issues.
• Manage patient feedback and DOH-related documentation.
• Coordinate telehealth consultations and appointment rescheduling.
• Maintain accurate records while ensuring compliance with the Data Privacy Act.
• Assist patients' authorized representatives with cadaver-related concerns.
• Perform other duties assigned by the Customer Service Head.

Skills

Interpersonal communication

Customer service

Active listening

Verbal and written communication

Education

Marketing

Psychology

Job description

Key Responsibilities:

• Conduct patient visits to gather feedback, address concerns, and assist with PhilHealth verification.

• Respond to patient inquiries through phone calls, social media, email, and walk-in services.

• Handle customer complaints, coordinate with relevant departments, and facilitate effective resolutions.

• Manage customer service reports, patient feedback, and DOH-related documentation.

• Coordinate telehealth consultations, appointment rescheduling, and other patient-related requests.

• Maintain accurate records while ensuring compliance with the Data Privacy Act.

• Assist patients' authorized representatives with cadaver-related concerns.

• Perform other duties assigned by the Customer Service Head.

Qualifications:

• Must be a graduate of Marketing and Psychology.

• Excellent interpersonal and communication skills.

• Strong customer service and active listening skills.

• Proficient in verbal and written communication.

• Medical education or healthcare experience is an advantage.