Patient Experience Supervisor

Work Setup: Hybrid (3x / week onsite) | Makati

Ensures the consistent delivery of organization's culture of care across all clinics by leading patient-engagement initiatives, overseeing feedback systems, and supporting service improvement programs. The role manages the day-to-day execution of experience programs, service recovery, and loyalty efforts while coordinating with the Service Quality Assurance and Clinic Operations teams to address gaps and enhance the overall patient journey. The position also supports training on service standards, monitors feedback and corrective actions, and recognizes clinics and individuals who demonstrate exceptional service.

QUALIFICATIONS:

• Bachelor's degree in hospitality management, healthcare administration, customer experience management or related field.
• Certification or training in customer‑experience management or service‑design methodologies is advantageous.
• Strong understanding of customer-service best practices, guest-engagement programs, and service-recovery processes.
• Familiarity with healthcare or hospitality operations and patient‑satisfaction measurement tools is advantageous.
• Excellent analytical, coaching and facilitation skills.
• Strong report‑writing and presentation abilities.
• Capability to analyze feedback and translate insights into policy and process improvements.
• Excellent interpersonal and communication skills, ability to collaborate across departments.
• Professional and approachable personality with an empathetic and patient‑centric mindset, inspires others to deliver exceptional service.
• Goal-oriented, proactive, and committed to achieving results.
• Upholds confidentiality and adheres to legal and ethical standards.
• Detail-oriented, flexible, and able to thrive in a fast-paced environment.
• Strategic thinker with a passion for service excellence and continuous improvement.
• Collaborative team player with resilience and a strong work ethic.
• Comfortable working in a dynamic, multi‑site environment.

JOB RESPONSIBILITIES:

• Lead the design, implementation, and continuous improvement of patient-engagement, loyalty, and guest-experience programs that enhance satisfaction and personalize clinic visits.
• Lead patient-journey mapping and experience-design initiatives to identify key touchpoints, pain points, and moments that matter; collaborate with Service Quality Assurance to translate insights into measurable standards and process improvements.
• Oversee patient feedback and non-medical complaint management; ensure timely resolution, trend analysis, and tracking of corrective actions in coordination with Clinic Operations and Service Quality Assurance.
• Track and evaluate patient feedback, commendations, and program outcomes to recognize clinics and individuals who exemplify service excellence; share best practices and success stories to strengthen patient-centered culture across the network.
• Integrate feedback, NPS insights, and audit findings with Service Quality Assurance to refine service standards, drive systemic improvements, and sustain a culture of care.
• Collaborate with the Service Quality Assurance team in the creation, review, and updating of non-medical policies, procedures, and front-of-house SOPs to ensure consistency in communication, service flow, and overall experience.
• Partner with the Operations Training team to deliver and reinforce training on the culture of care, service etiquette, and SOP compliance; conduct refreshers and coaching sessions as needed.
• Collect, analyze, and present patient-experience data to leadership, highlighting key insights, trends, and recommendations; ensure implementation and follow-up of corrective actions
• Provide guidance on the design and continuous improvement of non-clinical service processes and patient-journey touchpoints to maintain a seamless and consistent experience across all clinics.