Process Lead - PTX

Canon Australia; Taguig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Canon Australia in Metro Manila, Philippines, seeks a Head of Patient Experience to lead a team delivering exceptional care. You will coach staff, oversee omnichannel communications, manage workloads, and drive improvements in patient satisfaction and retention.

The role requires onsite work with flexible shifts and a strong background in healthcare customer service and leadership.

Qualifications

• Bachelor's degree in nursing or related field.
• 4–5 years in patient/customer service with at least 2 years in a leadership role.
• Experience managing omnichannel communications (phone, email, live chat).
• Excellent communication and conflict resolution skills.
• Proficiency in MS Office and CRM/ticketing systems.
• Able to work onsite with flexible shifts.

Responsibilities

• Supervise Patient Experience Specialists with coaching and feedback.
• Allocate workloads and monitor KPIs/SLAs.
• Oversee multi-channel communications (phone, email, chat).
• Prepare management reports on performance and satisfaction.
• Drive improvements in patient experience and loyalty.

Skills

Leadership

Omnichannel

Customer service

Communication

Coaching & mentoring

Conflict resolution

Education

Bachelors in Nursing or Healthcare Admin

Tools

CRM systems

Ticketing systems

MS Office

Job description

• 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.

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.