Patient Experience Navigator

The Medical City; Taguig; On-site; PHP 246,000 - 379,000; Full time

Job summary

The Medical City Clinic Market! Market! is seeking a Patient Relations Associate to support lobby and public areas, ensuring prompt guest needs are addressed and partnerships with departments are strengthened.

The role reports to the Clinic Manager of TMC Clinic Market! Market! You will handle patient complaints, provide navigation and information, conduct patient experience surveys, and coordinate with departments to ensure timely resolution and a smooth hospital experience for patients and

Qualifications

• Proficient communication skills (verbal and written).
• Strong customer service and guest-relations orientation.
• Excellent interpersonal skills for cross-department collaboration.
• Solid organizational skills to manage records and processes.

Responsibilities

• Handles patient and customer complaints with proper documentation and timely resolution.
• Provides patient navigation and non-medical information to guests and suppliers.
• Explains hospital services and processes to patients and visitors clearly.
• Monitors patient engagement activities and gathers feedback for service improvements.
• Responds to inquiries across face-to-face, phone, and email channels promptly.
• Maintains accurate records in the customer relations system with confidentiality.
• Coordinates with departments to address concerns and service requests.
• Supports service improvement initiatives and reports trends in patient feedback.
• Participates in training and team meetings to enhance knowledge of hospital services.

Skills

Communication

Customer Service

Interpersonal

Organizational

Job description

The Medical City Clinic Market! Market! is seeking a Patient Relations Associate to support lobby and public areas, ensuring prompt guest needs are addressed and partnerships with departments are strengthened.

The role reports to the Clinic Manager of TMC Clinic Market! Market! You will handle patient complaints, provide navigation and information, conduct patient experience surveys, and coordinate with departments to ensure timely resolution and a smooth hospital experience for patients and