Process Lead - PTX

Canon Business Service Centre Philippines; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Canon Business Service Centre Philippines is seeking an experienced Team Leader for Patient Experience to coach and guide a frontline team delivering multichannel support to patients, ensuring empathy, accuracy, and timely resolutions.

You will oversee operations across phone, email, live chat, and ticketing systems, monitor KPIs, and drive initiatives that improve patient satisfaction, retention, and loyalty.

Qualifications

• Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field.
• 4–5 years in patient/customer service with leadership experience.
• Experience managing omnichannel communications (phone, email, live chat/messaging).
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficiency in CRM/ticketing systems and MS Office.

Responsibilities

• Lead and coach Patient Experience Specialists to meet KPIs and SLAs.
• Oversee omnichannel communications across phone, email, live chat, and tickets.
• Monitor performance and prepare regular management reports.
• Build relationships with patients, suppliers, and internal stakeholders.
• Identify workflow inefficiencies and drive service-improvement initiatives.

Skills

Leadership

Customer service

Multichannel communications

Communication

CRM systems

Microsoft Office

Team coaching

Education

Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field

Tools

CRM/Ticketing systems

Microsoft Office

Job description

Job Description:

Essential duties

Team Leadership & Oversight

• Supervise Patient Experience Specialists, providing coaching, mentoring, and performance feedback.
• Allocate workloads and monitor service levels to ensure KPIs and SLAs are consistently met.
• Foster a culture of empathy, professionalism, and patient-centric service.

Operational Management

• Oversee inbound and outbound communications across phone, email, live chat/messaging, and ticketing systems.
• Ensure accurate case management and timely resolution of patient inquiries and complaints.
• Manage escalated issues and coordinate with clinical and operational teams for resolution.

Reporting & Analysis

• Monitor team performance against KPIs and prepare regular reports for management.
• Provide insights into patient satisfaction, complaint resolution, and service quality.
• Recommend strategies to improve retention and loyalty.

Customer Experience & Relationship Management

• Champion a customer-first culture, ensuring patient satisfaction is prioritised in every interaction.
• Analyse feedback and service data to identify trends and implement improvements.
• Build and maintain strong relationships with patients, suppliers, and internal stakeholders.

Process Improvement

• Identify inefficiencies in workflows and recommend enhancements to improve patient experience.
• Support implementation of new systems, tools, and processes to enhance service delivery.

Qualifications

• Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field.
• Minimum 4–5 years of experience in patient/customer service, with at least 2 years in a leadership role.
• Strong background in managing omnichannel communications (phone, email, live chat/messaging).
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficiency in Microsoft Office applications and CRM/ticketing systems.
• Demonstrated ability to lead teams, manage performance, and drive continuous improvement.
• Amenable to onsite work and flexible shifts.