🌟Make a difference and advance your career with Chong Hua Hospital, the Philippines’ premier healthcare destination! 🩺✨

The Patient Assistance Contact Center Specialist serves as a frontline representative of the hospital, responsible for professionally handling inbound and outbound communications with patients and other stakeholders through phone, email, chat, and social media channels. S/he ensures the accurate and timely delivery of information, facilitates appointment coordination, and provides a positive and seamless patient experience. S/he also supports the Contact Center’s goal of delivering high-quality, compassionate and service in alignment with hospital standards.

Additionally, the role the first point of contact and first call resolution agent, s/he is responsible in coordinating end-to-end service needs and following through on patient requests related to post-care, comprehensive services, and continuity of care. S/he also listens actively and may probe to clarify patient needs, anticipate common concerns, and identify issues requiring escalation.

Job Duties & Responsibilities

Serves as the first line of response for all inbound calls, emails, and digital inquiries, aiming to resolve patient concerns on initial contact whenever possible.
Provides accurate information regarding hospital services, appointment availability, physician schedules, and procedural guidance.
Assist and coordinates in booking patient appointments, including consultations, diagnostics, procedures, and follow-up visits, ensuring accuracy and efficiency.
Coordinates with appropriate departments to fulfill requests such as medical documentation, medication clarification, and service navigation.
Follows through on patient concerns and requests to ensure timely resolution and a positive experience.
Anticipates frequently asked questions such as those related to medication instructions, procedure preparations, or care coordination.
Identifies and escalates complex, urgent, or sensitive issues to the Contact Center Supervisor or designated department for immediate attention.
Maintains clear and timely communication with internal teams to coordinate responses and ensure patient satisfaction.
Responds to patient inquiries received via social media platforms in a timely, professional, and brand-consistent manner.
Collaborates with relevant teams to ensure accurate and responsive communication across digital channels.
Serves as liaison between internal departments in resolving and coordinating any related issues for resolution.
Provides analyses on processes, policies and procedures based on research or gathered data.
Participates in the creation of or recommends updates and changes in the policies and procedures to continuously improve the quality of service in the unit/area.
May be tasked to lead cross-functional team to deliver projects or special tasks designed to improve specific areas of services in the hospital such as, but not limited to, process improvement, review of policies, etc.

Qualifications

A graduate of a 4-year course, preferably business-related; a post-graduate degree is an advantage. 
With 1 – 3 years of relevant working experience.
Healthcare industry experience is a plus.
Experience in customer service is required.
Polite and has a professional phone voice.
Demonstrated understanding of basic corporate office software, including Microsoft Office 365 applications.
Effective communication skills. Proficiency in the Visayan dialect and/or Tagalog is required; ability to communicate well in English is an advantage.