Patient Experience Lead - Omnichannel & Process Improvement

Canon Business Service Centre Philippines; Taguig; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

Canon Business Service Centre Philippines is seeking an experienced Team Leader for Patient Experience to coach and guide a frontline team delivering multichannel support to patients, ensuring empathy, accuracy, and timely resolutions.

You will oversee operations across phone, email, live chat, and ticketing systems, monitor KPIs, and drive initiatives that improve patient satisfaction, retention, and loyalty.

Qualifications

• Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field.
• 4–5 years in patient/customer service with leadership experience.
• Experience managing omnichannel communications (phone, email, live chat/messaging).
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficiency in CRM/ticketing systems and MS Office.

Responsabilités

• Lead and coach Patient Experience Specialists to meet KPIs and SLAs.
• Oversee omnichannel communications across phone, email, live chat, and tickets.
• Monitor performance and prepare regular management reports.
• Build relationships with patients, suppliers, and internal stakeholders.
• Identify workflow inefficiencies and drive service-improvement initiatives.

Connaissances

Leadership

Customer service

Multichannel communications

Communication

CRM systems

Microsoft Office

Team coaching

Formation

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

Outils

CRM/Ticketing systems

Microsoft Office

Description du poste

Canon Business Service Centre Philippines is seeking an experienced Team Leader for Patient Experience to coach and guide a frontline team delivering multichannel support to patients, ensuring empathy, accuracy, and timely resolutions.

You will oversee operations across phone, email, live chat, and ticketing systems, monitor KPIs, and drive initiatives that improve patient satisfaction, retention, and loyalty.