Patient Experience Manager

Role Description The Patient Experience Manager is a full-time, on-site role based in Parañaque, responsible for overseeing and improving the overall patient journey within the medical center. This role designs and implements patient experience initiatives, monitors service standards, and coordinates with clinical and non-clinical departments to ensure consistent, courteous, and efficient care. Day-to-day tasks include analyzing patient feedback and survey data, resolving escalated concerns, conducting rounds and observations in patient areas, and recommending process improvements to enhance satisfaction and safety. The Patient Experience Manager facilitates staff training on communication, empathy, and service recovery, and works closely with leadership to align patient experience goals with institutional policies and quality metrics. The role also prepares regular reports on patient experience indicators and supports accreditation or quality programs related to patient-cente

• Demonstrated ability in patient or customer service management, including handling feedback, complaints, and service recovery in a healthcare or service-oriented environment.
• Strong communication, interpersonal, and conflict resolution skills, with the ability to interact effectively and respectfully with patients, families, and multidisciplinary staff.
• Experience in process improvement, data analysis, and reporting, including the use of patient satisfaction surveys and performance indicators to drive initiatives.
• Background in training, coaching, or staff development, particularly on service standards, empathy, and patient-centered communication.
• Excellent organizational and time-management skills, with the capacity to manage multiple initiatives and follow through on action plans.