Patient Experience Lead — Omnichannel Operations

Canon Business Process Services Philippines Inc.; Pateros; Presencial; PHP 600 000 - 800 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Onsite work

Flexible shifts

Resumo da oferta

Canon Business Process Services Philippines Inc. seeks a skilled Team Leader to supervise Patient Experience Specialists, coach teams, and ensure KPI and SLA targets are met across inbound/outbound channels.

The role focuses on patient-centric service, empathy, and professional conduct. You will oversee multichannel communications, resolve inquiries and complaints, analyze performance data, and drive improvements.

Qualificações

• Bachelor’s degree in a relevant field.
• 4–5 years in patient/customer service.
• 2+ years in a leadership role.
• Experience handling omnichannel communications.
• Proficient in CRM/ticketing systems and Microsoft Office.

Responsabilidades

• Supervise Patient Experience Specialists, providing coaching, mentoring, and performance feedback.
• Allocate workloads and monitor service levels to ensure KPIs and SLAs are met.
• Foster a culture of empathy, professionalism, and patient-centric service.
• Oversee inbound and outbound communications across phone, email, live chat/messaging, and ticketing systems.
• Ensure accurate case management and timely resolution of patient inquiries and complaints.
• Manage escalated issues and coordinate with clinical and operational teams for resolution.
• Monitor team performance against KPIs and prepare regular reports for management.
• Provide insights into patient satisfaction, complaint resolution, and service quality.
• Recommend strategies to improve retention and loyalty.
• Champion a customer-first culture, ensuring patient satisfaction is prioritized in every interaction.
• Analyze feedback and service data to identify trends and implement improvements.
• Build and maintain strong relationships with patients, suppliers, and internal stakeholders.
• Identify inefficiencies in workflows and recommend enhancements to improve patient experience.
• Support implementation of new systems, tools, and processes to enhance service delivery.

Conhecimentos

Leadership

Omnichannel communications

Customer service

Communication

CRM systems

Formação académica

Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field

Ferramentas

CRM / ticketing systems

Microsoft Office

Descrição da oferta de emprego

Canon Business Process Services Philippines Inc. seeks a skilled Team Leader to supervise Patient Experience Specialists, coach teams, and ensure KPI and SLA targets are met across inbound/outbound channels.

The role focuses on patient-centric service, empathy, and professional conduct. You will oversee multichannel communications, resolve inquiries and complaints, analyze performance data, and drive improvements.