Hospital Hiring jobs in Antipolo

The Customer Associate serves as a frontline representative of the hospital's Customer Care Champions (CCC) Program, ensuring that patients and their families receive prompt assistance, clear information, and compassionate service throughout their hospital journey.

The role supports the hospital's commitment to excellent patient experience, service recovery, and the

"Hand-Over-Heart" culture of care, helping ensure that every patient interaction reflects professionalism. empathy, and responsiveness.

Key Responsibilities

1. Patient Assistance and Guidance

• Welcome and assist patients, families, and visitors upon arrival.

• Provide directions and information on hospital services, departments, and procedures.

• Support patient flow by guiding patients through registration, diagnostics, billing, and discharge

2. CCC Service Standards Implementation

• Demonstrate the Hand-Over-Heart service culture in all interactions.

• Apply the CCC service principles in handling patient inquiries, requests, and concerns.

• Serve as a visible representative of the hospital's commitment to patient-centered care.

3. Patient Concern and Service Recovery

• Receive and respond to patient concerns, complaints, or feedback.

• Use basic de-escalation and communication techniques to manage difficult situations.

• Coordinate with appropriate departments to resolve patient issues promptly.

• Document concerns and ensure proper escalation when needed.

4. Patient Experience Monitoring

• Conduct quick patient rounds or courtesy checks to ensure patient needs are addressed.

• Encourage patients to share feedback through available feedback channels.

• Assist in monitoring patient satisfaction indicators and reporting service issues.

5. Coordination with Hospital Departments

• Coordinate with nursing, admissions, billing, and ancillary services to address patient concerns.

• Help facilitate smooth patient transfers and service coordination.

• Support CCC initiatives related to improving the patient journey.

6. Documentation and Reporting

• Record patient concerns and service recovery actions using the hospital's reporting system.

• Provide reports or summaries of common concerns for service improvement discussions.

• Support Customer Service and Quality teams in identifying trends in patient feedback.

Qualifications:

• Graduate of any bachelor's degree, preferably in Hospitality, Business Administration, Psychology, or related fields.

• With experience in customer service, patient relations, or hospitality (hospital experience preferred).

• Strong communication and interpersonal skills.

Ability to handle difficult situations with professionalism and empathy.

• Knowledge of basic patient handling and service recovery techniques is an advantage.

Performance Indicators

• Patient Satisfaction Feedback Scores

• Timeliness of Response to Patient Concerns

• Service Recovery Effectiveness

• Compliance with CCC Service Standards

• Quality of Patient Interaction and Assistance

Work Location: In person