Patient Services Representative – Patient Experience, Feedback

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct outbound calls to current patients after their appointments

• Inquire about patients' appointments and their overall satisfaction

• Utilize open-ended questions to foster candid feedback

• Pay close attention and allow patients to articulate their experiences fully

• Recognize trends, concerns, praises, suggestions, and areas for enhancement

• Take precise and clear notes during each interaction

• Record every call outcome in the database/CRM system

• Accurately categorize and document patient feedback

• Forward information to the relevant internal team when follow-up is necessary

• Maintain a professional, warm, and conversational demeanor

• Consistently and accurately complete call and documentation requirements

• Safeguard patient privacy and adhere to company policies and procedures

• Gather patient sentiment and feedback to help identify trends and areas for improvement

⛳️ Requirements

• Proficient spoken and written English with minimal accent

• Exceptional English comprehension skills

• Prior experience in phone-based customer service, sales, reception, concierge, hospitality, or similar customer-facing positions

• Strong communication skills over the phone

• Comfortable making outbound calls

• Excellent listening abilities

• Strong skills in note-taking and documentation

• Highly organized and detail-oriented

• Capability to accurately input information into a database or CRM

• Proficient computer and typing skills

• Professional and friendly phone demeanor

• Ability to stay calm and professional while speaking with frustrated or dissatisfied customers

• Reliable internet connection

• Professional remote working environment

• Capacity to protect patient privacy and adhere to company policies and procedures

• Experience in healthcare is advantageous but not mandatory

🏝️ Benefits

• Work remotely

• Full-time contract position

• Opportunity to directly impact and enhance the patient experience

• Work hours may align with Eastern Standard Time U.S. business hours