Patient Experience Associate

We are looking for a Patient Experience Officer for a reputable healthcare facility in Bulacan. The role is responsible for ensuring that every patient receives quality service and care throughout their hospital journey. The Patient Experience Officer acts as the main liaison between patients and hospital departments, handling feedback, addressing concerns, and supporting initiatives to improve overall satisfaction and engagement.

Key Responsibilities

• Serve as the primary contact for patients regarding service-related concerns and feedback.
• Handle patient inquiries, complaints, and requests in a professional and empathetic manner.
• Conduct patient rounds and satisfaction surveys to monitor service quality.
• Coordinate with various hospital departments to ensure smooth communication and prompt issue resolution.
• Assist in developing and implementing service improvement programs.
• Prepare reports on patient feedback and recommend actionable solutions.
• Support hospital events, orientations, and activities related to patient care and satisfaction.
• Uphold hospital policies, standards of care, and patient confidentiality at all times.
• Preferably with a valid driver’s license for community or outreach activities.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, Communications, or related field (Master’s degree is a plus).
• At least 3 years of experience in patient relations, customer service, or healthcare quality management.
• Proven ability to handle patient concerns with empathy, professionalism, and discretion.
• Knowledge of patient satisfaction tools and metrics (e.g., NPS, CAHPS, or equivalent).
• Excellent interpersonal, communication, and coordination skills.
• Strong sense of compassion, service orientation, and teamwork.
• Preferably with a valid driver’s license.