One of the leading HMO providers in the Philippines, offering Filipinos comprehensive healthcare programs through its extensive network of medical partners and robust customer support system, is looking to hire a Patient Experience and Service Quality Manager to join their team in Makati.
Summary of the role
This position will be the engine that powers daily operations, ensuring our frontline healthcare team can deliver seamless, patient-centered service at scale. If you're action-oriented, systems-savvy, and passionate about operational excellence, this is your next leadership challenge.
Key Responsibilities
- Define and drive the Service Excellence strategy, integrating patient experience and service quality standards to ensure consistent, patient-centered care across all clinics.
- Provide strategic leadership to Patient Experience and Service Quality Assurance teams, ensuring close collaboration in the execution of programs, audits, and continuous improvement initiatives.
- Establish and govern service standards and measurement frameworks, including SOPs, audit tools, patient feedback systems, and performance scorecards, to enable actionable insights and sustained quality improvement.
- Lead cross-functional efforts with Operations, Training, and Support teams to embed service recovery, coaching, recognition, and patient-journey design into frontline execution.
- Translate data and insights into executive-level recommendations, identifying trends, systemic gaps, and innovation opportunities while benchmarking against best-in-class healthcare and hospitality organizations.
Qualifications:
- Bachelor's degree in Healthcare Administration, Quality Management, Hospitality Management, or related field; certifications in Service Excellence, CX, or Quality Systems are a plus.
- Proven leader in patient experience, service management, and healthcare operations, with strong expertise in audit frameworks, quality systems, and cross-functional integration.
- Strategic, data-driven people leader with a track record of building high-performing teams and aligning initiatives across multiple functions.
- Demonstrated strength in process improvement, operational excellence, and change management to drive consistency, efficiency, and measurable outcomes.
- Collaborative, resilient leader known for integrity, empathy, and the ability to lead transformation while balancing strategic vision with execution discipline.
What's in it for you
- Competitive salary package (Earn up to 80K!!)
- HMO, Life Insurance and Medicine benefits
- Guaranteed 15th month pay
