Patiient Experience Officer

The Medical City; Pasig; On-site; PHP 350,000 - 520,000; Full time

Job summary

The Medical City is seeking a Patient Experience Officer to enhance the overall patient journey. You will address patient concerns, gather feedback, and collaborate with clinical and non-clinical teams to promote service excellence and drive patient satisfaction.

Ideal candidates will have a bachelor's degree and experience in healthcare or customer service, with strong communication and discreet handling of sensitive information.

Qualifications

• Bachelor’s degree in a relevant field.
• Experience in healthcare, customer service, patient relations, hospitality, or a related field is preferred.
• Strong communication, interpersonal, and problem-solving skills.
• Customer-focused, empathetic, and professional.
• Strong coordination and follow-through skills.
• Able to handle patient concerns and sensitive information with confidentiality and discretion.

Responsibilities

• Monitor and address patient feedback, concerns, and service-related issues.
• Coordinate with relevant departments to facilitate timely resolution of patient concerns.
• Support patient experience and service excellence programs and initiatives.
• Gather and analyze patient feedback and identify opportunities for improvement.
• Assist in monitoring patient satisfaction and service performance indicators.
• Promote a patient-centered culture across the organization.
• Prepare reports and recommendations related to patient experience.
• Collaborate with internal stakeholders to improve patient journey and service delivery.

Skills

Communication skills

Interpersonal skills

Problem solving

Customer focus

Empathy

Coordination

Discretion

Education

Bachelor’s degree

Job description

We are looking for Patient Experience Officer is responsible for supporting and enhancing the overall patient experience by ensuring that patient concerns, feedback, and service needs are addressed promptly and appropriately. The role works closely with clinical and non-clinical teams to promote service excellence, improve patient satisfaction, and support initiatives that enhance the patient journey.

Key Responsibilities

• Monitor and address patient feedback, concerns, and service-related issues.
• Coordinate with relevant departments to facilitate timely resolution of patient concerns.
• Support patient experience and service excellence programs and initiatives.
• Gather and analyze patient feedback and identify opportunities for improvement.
• Assist in monitoring patient satisfaction and service performance indicators.
• Promote a patient-centered culture across the organization.
• Prepare reports and recommendations related to patient experience.
• Collaborate with internal stakeholders to improve patient journey and service delivery.

Qualifications

• Bachelor’s degree in a relevant field.
• Experience in healthcare, customer service, patient relations, hospitality, or a related field is preferred.
• Strong communication, interpersonal, and problem-solving skills.
• Customer-focused, empathetic, and professional.
• Strong coordination and follow-through skills.
• Able to handle patient concerns and sensitive information with confidentiality and discretion.