Patient Experience Specialist

Canon New Zealand; Taguig; On-site; PHP 279,000 - 424,000; Full time

Job summary

Canon New Zealand in the Philippines is seeking an experienced customer service professional to manage inbound and outbound enquiries from patients. You will clarify needs, provide resources, and escalate to clinical staff when necessary to ensure smooth service delivery.

Role emphasizes maintaining patient data accuracy, coordinating with clinical and operations teams, and delivering empathetic, solution-oriented support across phone, email, and social channels.

Qualifications

• 3+ years in call-centre, healthcare support, data processing or admin roles.
• Experience handling high volume customer queries and resolutions.
• Strong English communication and proactive problem solving.

Responsibilities

• Handle inbound and outbound customer enquiries via phone and email, acting as central contact for patients.
• Clarify information, assist with resources, and escalate to clinical team when required.
• Resolve complaints and support patient satisfaction with a focus on first-contact resolution where possible.
• Maintain accurate patient information within interconnected database systems.
• Coordinate with clinical and operations teams, external pharmacies, clinics, suppliers and other stakeholders.
• Respond to information requests across omnichannel channels (phone, email, social media).
• Prioritise and complete allocated work and manage multiple systems efficiently.
• Support continuous improvement and development of personal capabilities.

Skills

Call center experience

English communication

Patient focus

Multi-tasking

Proactive attitude

Education

Bachelor's degree in Nursing/Healthcare Administration or medicine

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Select how often (in days) to receive an alert:

Responsibilities

• Inbound and outbound customer enquiries at volume- acting as a central point of contact for our patients both via phone and email.
• Identifying the patient's 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

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
• Preferably has experience working in an Australian account
• Must be amenable to working onsite and willing to work on changing shifts as business requires