Patient Relations Associate

The Medical City; Taguig; On-site; PHP 246,000 - 379,000; Full time

Job summary

The Medical City Clinic Market! Market! is seeking a Patient Relations Associate to support lobby and public areas, ensuring prompt guest needs are addressed and partnerships with departments are strengthened.

The role reports to the Clinic Manager of TMC Clinic Market! Market! You will handle patient complaints, provide navigation and information, conduct patient experience surveys, and coordinate with departments to ensure timely resolution and a smooth hospital experience for patients and

Qualifications

• Proficient communication skills (verbal and written).
• Strong customer service and guest-relations orientation.
• Excellent interpersonal skills for cross-department collaboration.
• Solid organizational skills to manage records and processes.

Responsibilities

• Handles patient and customer complaints with proper documentation and timely resolution.
• Provides patient navigation and non-medical information to guests and suppliers.
• Explains hospital services and processes to patients and visitors clearly.
• Monitors patient engagement activities and gathers feedback for service improvements.
• Responds to inquiries across face-to-face, phone, and email channels promptly.
• Maintains accurate records in the customer relations system with confidentiality.
• Coordinates with departments to address concerns and service requests.
• Supports service improvement initiatives and reports trends in patient feedback.
• Participates in training and team meetings to enhance knowledge of hospital services.

Skills

Communication

Customer Service

Interpersonal

Organizational

Job description

The Medical City Clinic Market! Market! is searching for a Patient Relations Associate to join the team and help lead the organization to the next level. This role respond to customer service situations and activities that take place in the lobby, public areas, satellite desks, and driveway. Build partnerships with other departments to ensure that guests' needs are attended to promptly.

This role reports directly to the Clinic Manager of TMC Clinic Market! Market!

What's The Role All About?

Job responsibilities include, but are not limited to:

• Handles patient and customer complaints and concerns by ensuring proper documentation, referring issues to the appropriate department, and monitoring resolution within the prescribed timeframe.
• Provides patient navigation, information, and non-medical assistance to patients, relatives, guests, and suppliers to facilitate a smooth and positive hospital experience.
• Assists patients and visitors during hospital tours and inquiries by explaining hospital services, facilities, and processes clearly and accurately.
• Monitors and supports patient engagement activities such as hospital rounds and patient visits to gather feedback and understand patient needs and experiences.
• Conducts and consolidates patient experience surveys, including Net Promoter Score (NPS) and overall satisfaction results, to support monitoring of service performance.
• Provides timely and accurate responses to inquiries received through face-to-face interactions, phone calls, emails, or other communication channels.
• Maintains accurate and updated customer and patient records in the customer relations system while ensuring confidentiality of information.
• Coordinates with concerned departments to address customer concerns, service requests, and operational issues to ensure timely resolution.
• Assists in the implementation of customer service initiatives, programs, and projects aimed at improving patient satisfaction and service delivery.
• Monitors service delivery across various patient touchpoints to ensure adherence to hospital service standards and protocols.
• Collects and analyzes patient feedback and reports trends or recurring concerns to support service improvement efforts.
• Prepares and submits reports related to patient interactions, complaints, and feedback to support monitoring and evaluation of service performance.
• Ensures clear and professional communication with patients and relatives, including timely follow-ups regarding their requests or concerns.
• Supports the Senior Customer Relations team in accomplishing departmental tasks and activities, including participation in service improvement initiatives and special projects.
• Participates in training programs and departmental meetings to enhance knowledge of hospital services, policies, and customer service practices.

Who Are We Looking For?

An effective Patient Relations Associate must possess the following skills:

• Proficient Communication Skills (Verbal and Written)
• Customer Service Skills
• Interpersonal Skills
• Organizational Skills

Ideally, a candidate must be at least a graduate of any 4-year Course, preferably with at least 7-12 months of related work experience.