Patient Experience Specialist

Canon New Zealand; Taguig; On-site; PHP 391,000 - 580,000; Full time

Job summary

Canon New Zealand in Manila is seeking a dedicated healthcare support specialist to handle inbound/outbound patient queries, clarify needs, and coordinate with clinical teams on site. You'll manage multi-channel inquiries, maintain accurate patient data, and contribute to continuous improvement.

The role requires a Nursing/Healthcare background, strong English communication, and the ability to work onsite with changing shifts. A proactive, customer-focused mindset is essential.

Qualifications

• Bachelor's degree in Nursing, Healthcare Administration or medicine relevant field is strongly recommended.
• At least 3 years' experience in call-centre, healthcare support, data processing or administrative role.
• Experience with high volume customer queries and resolutions.
• Customer facing and complaint handling experience.
• Strong English communication skills.
• Proactive, can-do attitude and solution oriented.
• Delivery and solutions focus.
• Intermediate proficiency in Outlook, Word, Excel.
• Excellent telephone manner and active listening.
• Ability to multi-task and manage time in a fast-paced environment.
• Experience managing customer relationships through strong communication.
• Preferably experience with Australian account.
• Must be amenable to working onsite and changing shifts.

Responsibilities

• Inbound and outbound enquiries as central contact for patients via phone and email.
• Identify patient needs and clarify information; assist with resources and next steps.
• Resolve complaints and drive patient satisfaction and retention.
• Maintain patient information across databases with accuracy and privacy.
• Coordinate with clinical, operations, pharmacies, clinics and suppliers.
• Escalate priority issues affecting service delivery.
• Attend to document and process management with attention to detail.
• Support continuous improvement initiatives within the team.
• Establish and maintain key customer relationships through effective communication.
• Respond to information requests with end-to-end case management, aiming for first call resolution.

Skills

Clear English communication

Proactive mindset

Customer focus

Empathy

Education

Bachelor’s degree in Nursing/Healthcare Admin/Medicine

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

• 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