Patient Experience Specialist

Canon Business Service Centre Philippines; Philippines; On-site; PHP 391,000 - 580,000; Full time

Job summary

Canon Business Service Centre Philippines is seeking a qualified healthcare-support professional to manage high-volume patient inquiries via phone and email in a patient-focused environment. The role requires coordinating with clinics, pharmacies and internal teams to resolve requests efficiently.

The ideal candidate will have a healthcare background, 3+ years in relevant roles, strong English communication, and a proactive, service-oriented mindset.

Qualifications

• Bachelor’s degree in Nursing, Healthcare Administration or medicine relevant field is strongly recommended.
• At least 3 years’ experience required in Call-centre, healthcare support, data processing or administrative role.
• Previous experience with high volume customer queries and resolutions.
• Customer facing and complaint handling experience.
• Demonstrate strong communications skills in English language.

Responsibilities

• Handle high-volume inbound and outbound patient inquiries via phone and email.
• Clarify needs, assist with requests for resources, and escalate when required.
• Resolve complaints with empathy and focus on patient success.
• Maintain accurate patient information across interconnected systems.
• Coordinate with clinical, operations, pharmacies and other stakeholders.
• Respond to information requests in an omnichannel environment and aim for first-call resolution.
• Prioritize and complete allocated work.
• Operate and adapt to multiple systems to improve efficiency and service quality.

Skills

Communication skills

English proficiency

Customer service

Problem solving

Multitasking

Attention to detail

Education

Bachelor’s degree in Nursing

Healthcare Administration

Medicine relevant field

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Job Description

Essential duties

• Inbound and outbound customer enquiries at volume- acting as a central point of contact for our patients both via phone and email.
• Identifying the patients needs- clarifying information, assisting with requests for resources as well as assisting them in taking the appropriate next steps, including escalation to the clinical team when required
• Complaint resolution/customer retention- displaying an empathetic and solution-centric attitude with a significant focus on patient success.
• Maintaining patient satisfaction at the core of every decision and behaviour.
• Coordination between our internal clinical and operations teams, external pharmacies, clinics, suppliers and other key stakeholders
• Maintaining accurate patient information within interconnected database systems.
• Identifying and escalating priority issues affecting service delivery.
• Administrative tasks both clinical and operational in nature- attending to document and process management as required with attention to detail and a high level of organisation.
• Drive a professional internal and external Customer Focused culture within the business area and the organisation.
• Establish and maintain key customer relationships through effective communication.
• In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis. Respond to difficult customer queries and if unable to resolve, seek support from the Team Leader.
• Receive and respond to information in an omnichannel environment (i.e., phone, email, and social media) tailoring the communication approach to various channels and customers
• Prioritise and complete allocated work
• Operate a large variety of systems, adjusting work sequence and or ither variables to improve efficiency and provide excellent customer experiences
• Development of personal; capabilities by engaging in existing and informal learning opportunities
• Supports, accepts, and aids in the implementation of continuous improvement
• Occupational Health & Safety and Environmental, InfoSec and QMS Awareness
• Comply and understand the requirements and your responsibilities in relation to the companies Occupational Health, Safety and Environmental policy..
• Responsible for working within the OH&S and environmental guidelines and policies provided by Canon and Client
• Strict observance of the Information Security set of policies, which may include, but are not limited to, taking mandatory InfoSec courses, and preventing and reporting security events.
• Observe compliance to Canons Quality policy and document management standards.

Qualifications

• Bachelor’s degree in Nursing, Healthcare Administration or medicine relevant field is strongly recommended.
• At least 3 years’ experience required in Call-centre, healthcare support, data processing or administrative role
• Previous experience with high volume customer queries and resolutions
• Customer facing and complaint handling experience.
• Demonstrate strong communications skills in English language
• Excellent communicator with a pro-active approach and with a “Can do” mentality.
• Delivery and solutions focused.
• Microsoft Outlook, Word, Excel Intermediate level of expertise
• Demonstrated client service focus with a warm telephone manner and the ability to ask effective questions and demonstrate active listening techniques.
• Ability to multi-task, set priorities and manage own time effectively in a dynamic, fast-paced environment.
• Demonstrated success in managing customer relationships through strong communication and process management
• Must be amenable to working onsite and willing to work on changing shifts as business requires
• Preferably, has experience working in an Australian account.