Patient Navigator Manager

The Medical City; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

The Medical City seeks a Patient Navigator Manager to lead the patient journey across the healthcare network, ensuring seamless coordination of appointments, procedures, admissions, and follow-up care.

You will work with the Blue Coat Team to deliver premium concierge-level services for VIP, executive, international, and high-profile patients while maintaining strict privacy and compliance across departments.

Qualifications

• Bachelor’s degree in Nursing, Healthcare Administration, Hospitality Management, Psychology, Social Work, or related field.
• Registered Nurse license is an advantage.
• 3–5 years of experience in healthcare, patient services, concierge services, or hospitality.
• Experience in hospital operations, patient coordination, or case management is preferred.
• Exposure to VIP or executive client service environments is highly desirable.

Responsibilities

• Lead and oversee patient journey and navigation services across the healthcare network.
• Ensure smooth coordination of appointments, diagnostic procedures, specialist consultations, admissions, discharges, and follow-up care.
• Collaborate with physicians, nurses, allied health professionals, and administrative teams to facilitate timely patient care.
• Address patient concerns, service gaps, and complaints and facilitate appropriate service recovery.
• Monitor and improve patient satisfaction and overall patient experience.
• Coordinate Red Coat services, including patient welcoming, escorting, wayfinding, and patient flow.
• Manage White Glove concierge services for VIP, executive, and international patients with discretion and professionalism.
• Maintain strong coordination with senior leadership and medical teams for VIP patient requirements.
• Ensure compliance with patient privacy, confidentiality, healthcare regulations, and organizational policies.
• Maintain patient navigation records and prepare reports on patient experience and service performance.
• Lead or participate in quality improvement and service excellence initiatives.

Skills

Healthcare experience

Customer experience

VIP concierge

Executive client service

Communication skills

Conflict resolution

Education

Bachelor’s degree in Nursing or related field

Registered Nurse license (advantage)

Job description

We are looking for a Patient Navigator Manager leads the delivery of a seamless, personalized, and coordinated patient experience throughout the healthcare journey. The role oversees patient navigation services, ensuring effective coordination of appointments, clinical and non-clinical services, patient concerns, and continuity of care.

The role works closely with the Blue Coat Team, supporting regular patients and guests providing premium concierge-level services to VIP, executive, international, and high-profile patients.

Key Responsibilities

• Lead and oversee patient journey and navigation services across the healthcare network.
• Ensure smooth coordination of appointments, diagnostic procedures, specialist consultations, admissions, discharges, and follow-up care.
• Collaborate with physicians, nurses, allied health professionals, and administrative teams to facilitate timely patient care.
• Address patient concerns, service gaps, and complaints and facilitate appropriate service recovery.
• Monitor and improve patient satisfaction and overall patient experience.
• Coordinate Red Coat services, including patient welcoming, escorting, wayfinding, and patient flow.
• Manage White Glove concierge services for VIP, executive, and international patients with discretion and professionalism.
• Maintain strong coordination with senior leadership and medical teams for VIP patient requirements.
• Ensure compliance with patient privacy, confidentiality, healthcare regulations, and organizational policies.
• Maintain patient navigation records and prepare reports on patient experience and service performance.
• Lead or participate in quality improvement and service excellence initiatives.

Qualifications

• Bachelor’s degree in Nursing, Healthcare Administration, Hospitality Management, Psychology, Social Work, or a related field.
• Registered Nurse license is an advantage.
• 3–5 years of experience in healthcare, patient services, customer experience, concierge services, or hospitality.
• Experience in hospital operations, patient coordination, or case management is preferred.
• Exposure to VIP or executive client service environments is highly desirable.
• Strong understanding of healthcare workflows, patient experience, privacy, and confidentiality.
• Excellent interpersonal, communication, coordination, problem-solving, and conflict-resolution skills.
• Strong professionalism, empathy, discretion, and attention to detail.