Deskripsi Pekerjaan
Join the dynamic team at Canon Business Service Centre Philippines as a Process Lead - Patient Experience. We are looking for a visionary leader to oversee a high-performing team and drive the transformation of patient care delivery. In this pivotal role, you will be responsible for elevating the patient experience through impactful leadership, operational excellence, and the implementation of continuous improvement strategies.
As a Process Lead, you will serve as the bridge between operational execution and strategic goals. You will be tasked with optimizing workflows to ensure seamless care, mentoring your team to deliver empathetic and efficient service, and fostering a culture of accountability and high performance. If you are passionate about healthcare operations and possess a strong background in BPO leadership, we invite you to lead our patient experience initiatives to new heights.
Tanggung Jawab
- Lead, mentor, and motivate a high-performing team of Patient Experience representatives to consistently exceed service standards and Key Performance Indicators (KPIs).
- Oversee daily workflow management, ensuring that all patient interactions are handled with the highest level of empathy, efficiency, and professionalism.
- Drive continuous process improvement initiatives, identifying bottlenecks and implementing solutions to enhance the overall patient journey and reduce operational friction.
- Analyze performance metrics and customer feedback to identify trends, address gaps in service, and report on team progress to senior management.
- Conduct regular training sessions, coaching cycles, and quality assurance reviews to upskill team members on product knowledge, soft skills, and compliance requirements.
- Manage complex escalations and serve as the primary point of contact for resolving critical patient issues to maintain high satisfaction levels.
- Collaborate with cross-functional departments to ensure alignment with organizational goals and to advocate for the needs of both the patients and the team.
Kualifikasi
- Bachelor’s degree in Business Administration, Nursing, or a related field.
- Minimum of 3-5 years of experience in a BPO or Customer Service environment, with at least 2 years in a leadership or supervisory capacity.
- Strong understanding of patient care protocols, service level agreements (SLAs), and quality assurance methodologies.
- Excellent verbal and written communication skills in English, with a demonstrated ability to communicate complex information clearly and compassionately.
- Proven track record in process optimization, team development, and the ability to thrive in a fast-paced, high-volume environment.
- Proficiency in using CRM software, ticketing systems, and Microsoft Office Suite.
- Strong problem-solving skills and the ability to remain calm under pressure while managing multiple priorities.