Patient Experience Specialist

Canon Australia; Taguig; Sur place; PHP 260 000 - 380 000; Plein temps

Résumé du poste

Canon Australia in Manila is seeking a Customer Service Associate to handle high-volume patient inquiries via phone and email, identify needs, and guide next steps including escalation to clinical teams.

You will maintain accurate records, coordinate with clinical and operations teams, resolve issues, and uphold a patient-centric culture across omnichannel communications.

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.
• 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

Responsabilités

• Handle high-volume inquiries via phone and email, acting as central contact.
• Identify patient needs and escalate to clinical teams when required.
• Resolve complaints with empathy and a focus on patient satisfaction.
• Maintain accurate patient information across systems.
• Coordinate with clinical, operations, pharmacies, clinics, and suppliers.
• Manage end-to-end cases, aiming for first-call resolution where possible.
• Respond to information requests in omnichannel channels (phone, email, social).
• Prioritise and complete allocated work with strong organisational skills.
• Contribute to continuous improvement and professional culture.
• Adapt to shifting schedules as required by business needs.

Connaissances

Communication skills

Active listening

Customer service

Multitasking

Time management

Proactive attitude

Problem solving

English fluency

Complaint handling

Australian account experience

Formation

Bachelor's degree in Nursing, Healthcare Administration or medicine

Outils

Microsoft Outlook

Microsoft Word

Microsoft Excel

Description du poste

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 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

Patient Service

• 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