Patient Experience & MD Engagement Officer

Dr. Jesus C. Delgado Memorial Hospital; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Dr. Jesus C. Delgado Memorial Hospital is seeking a Patient Experience and MD Engagement Officer to enhance patient experience while strengthening relationships with consultants, physicians, and hospital stakeholders.

This role acts as a strategic link between patients, physicians, departments, and management to address concerns and support growth. The officer will lead patient service improvements, oversee physician engagement, coordinate with clinical and administrative teams, and drive

Qualifications

• Bachelor's degree in a related field (as listed).
• Excellent communication and interpersonal skills.
• Ability to analyze patient feedback and report insights.
• Experience coordinating with physicians and hospital departments.

Responsibilities

• Manage patient inquiries and feedback across channels.
• Navigate patients through consultations, admissions, diagnostics, and services.
• Conduct patient rounds and monitor flow and wait times.
• Coordinate with departments to resolve concerns and improve service.
• Lead physician engagement activities and onboarding support.
• Support hospital growth through referrals and performance improvements.

Skills

Patient experience

Stakeholder management

Communication

Service recovery

Project management

Education

Bachelor’s degree in Marketing, Healthcare Administration, Nursing, Hospitality Management, Psychology, Business Administration, Communications, Public Relations, or a related field

Job description

Job Summary:
The Patient Experience and MD Engagement Officer is responsible for enhancing the overall patient experience while building and maintaining strong relationships with consultants, physicians, and key hospital stakeholders.

The role serves as a strategic link between patients, physicians, hospital departments, and management, ensuring that patient concerns are addressed promptly, physicians receive appropriate support, and opportunities for patient retention, referrals, physician engagement, and hospital growth are identified and developed.

Key Responsibilities:

Patient Experience & Service Excellence

• Manage patient inquiries, concerns, requests, and feedback through various communication channels.

• Assist patients and families in navigating consultations, admissions, diagnostics, laboratory services, and other hospital services.

• Conduct regular patient rounds and monitor patient touchpoints, waiting times, patient flow, and service delivery.

• Identify patient concerns, service gaps, and operational bottlenecks and coordinate with concerned departments for resolution.

• Handle complaints and coordinate service recovery to ensure timely and appropriate resolution.

• Collect and analyse patient feedback and recommend initiatives to improve satisfaction, convenience, and overall experience.

• Promote a patient-centered culture and high standards of customer service throughout the hospital.
  

Physician Engagement & Relationship Management

• Build and maintain positive relationships with consultants, visiting physicians, and medical staff.

• Serve as a liaison between physicians and hospital management regarding concerns, operational requirements, and support needs.

• Conduct regular physician visits, courtesy calls, and engagement activities.

• Assist with physician onboarding, orientation, accreditation, and integration into hospital operations.

• Organise physician appreciation, recognition, educational, networking, and engagement activities.

• Monitor physician concerns and coordinate with appropriate departments to ensure timely resolution.
  

Physician Retention & Practice Growth

• Develop programs and initiatives that strengthen physician engagement, satisfaction, retention, and loyalty.

• Maintain an updated consultant database, including specialties, schedules, practice profiles, and relevant information.

• Monitor physician clinic utilisation and identify opportunities to increase consultations, procedures, admissions, and referrals.

• Support physician profiling, visibility, health talks, webinars, community activities, and other promotional initiatives.

• Collaborate with the Medical Director, Marketing, and Business Development teams to support physician practice growth and strategic service lines.
  

Business Development & Hospital Growth

• Identify opportunities to increase patient referrals, admissions, procedures, and hospital utilisation through physician engagement.

• Gather physician insights on patient needs, healthcare trends, market opportunities, and service improvements.

• Support marketing, business development, corporate partnerships, community outreach, and physician-led programs.
  

Reporting & Quality Improvement

• Prepare regular patient experience and physician engagement reports.

• Monitor feedback, complaints, physician concerns, and improvement initiatives.

• Track corrective actions and recommend improvements based on patient and physician insights.

• Participate in quality improvement, patient safety, accreditation, and Quality Management System initiatives.

Qualifications:

Education

• Bachelor’s degree in Marketing, Healthcare Administration, Nursing, Hospitality Management, Psychology, Business Administration, Communications, Public Relations, or a related field.

Experience

• At least 2 years of relevant experience in Patient Relations, Customer Experience, Healthcare Administration, Physician Relations, Marketing, Business Development, Hospitality, or a related field.
  

Skills & Competencies

• Excellent communication and interpersonal skills

• Strong patient and customer service orientation

• Physician and stakeholder relationship management

• Conflict resolution and service recovery

• Strong organisational and coordination skills

• Problem-solving and critical-thinking abilities

• Data analysis and reporting skills

• Project and event management

• Relationship building and networking

• Quality improvement and process enhancement