Patient Experience Specialist

Canon Business Service Centre Philippines; Taguig; On-site; PHP 250,000 - 420,000; Full time

Job summary

Canon Business Service Centre Philippines seeks a patient-focused customer support professional to manage inbound and outbound inquiries in a high-volume environment. You will clarify needs, assist with resources, and escalate to clinical teams when required.

The role emphasizes empathy, accurate data handling, and proactive problem-solving to maintain patient satisfaction and strong relationships with clinics and suppliers.

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.
• Demonstrate strong communications skills in English language.

Responsibilities

• Inbound and outbound customer enquiries at volume, acting as a central point of contact for our patients via phone and email.
• Identify patient needs, clarify information, assist with requests for resources and escalate to clinical when required.
• Resolve complaints with empathy and focus on patient success and satisfaction.
• Maintain accurate patient information in interconnected database systems.
• Coordinate with internal teams, external pharmacies, clinics and suppliers for service delivery.
• Handle administrative tasks and process management with attention to detail.
• Respond to information requests in an omnichannel environment and drive end-to-end case management.
• Develop personal capabilities and support continuous improvement initiatives.

Skills

Customer service

English communication

Call center

Multitasking

Education

Bachelor's degree in Nursing, Healthcare Administration or 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

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