We are seeking a Patient Coordination & Customer Support Officer to manage patient communication, schedule appointments, assist with customer concerns, and support front desk operations. This role is key in ensuring a smooth and compassionate experience for patients, while also supporting internal processes and customer success efforts.

1. Patient Coordination & Appointment Management

• Act as the primary contact window for patients starting production.
• Schedule and confirm patient appointments in coordination with staff availability.
• Send appointment notifications via SNS, ensuring alignment with internal schedules.
• Provide patients with transportation and travel details when visiting the clinic.
• Call patients prior to the accommodation day to confirm attendance and health condition.
• Perform follow-up calls and messages as needed, following the communication protocol.
• Ask about companions, vaccination status, and transportation needs.
• Share appointment results and updates with relevant departments.
• Take over communications from Sales once the production process begins.

2. Reception & Frontline Communication

• Greet, welcome, and direct visitors to appropriate personnel or departments.
• Handle inquiries from patients and visitors or refer them to the appropriate channels.
• Maintain and monitor the visitor logbook for security purposes.
• Operate and manage the telecommunications system professionally.
• Maintain cleanliness and orderliness in clinic and common areas.

3. Customer Support Operations

• Address patient concerns effectively and empathetically.
• Respond to common inquiries using templated responses after confirmation.
• Escalate non-template or unclear concerns to supervisors or relevant departments.
• Provide timely and accurate feedback or solutions to patient concerns.
• Record and report patient conditions or feedback accurately to supervisors.

4. Customer Success & Retention

• Conduct regular follow-up calls to check on product usage and satisfaction.
• Offer new services and product information to existing users.
• Propose consumable reorders or add-ons (socks, liners, etc.) post-initial sale.
• Engage in up-selling and cross-selling strategies via calls and SNS.
• Monitor and report cancellation rates, and propose actions to reduce churn.
• Support long-term patient relationships by building trust and maintaining communication.

5. Inventory and Supplies Management

• Monitor and record inventory of consumables (e.g., socks, liners, bandages).
• Handle purchasing and tracking of pantry and office supplies.
• Coordinate incoming shipments and restock inventory appropriately.

6. Reporting & Continuous Improvement

• Submit routine and special reports as required by supervisors.
• Proactively suggest process improvements within or beyond the role scope.
• Collaborate with team members to accomplish shared goals and enhance overall efficiency.

• Must have a Bachelor Degree (any related course) 
• At Least 2 years of Customer Service Experience including payment of management. 
• Strong verbal and written communicator
• Self-motivated, self-disciplined and can do the job with minimal supervision
• Available SNS and telecommunications system.
• Good English communication skills (English & Tagalog)

Qualifications:

• Can speak Visaya
• Willing to relocate to Mindanao Area
• Has experience handling Receptionist Tasks
• Good Listener
• Professionalism
• Customer-centered
• Multitasker
• Self-motivated, self-disciplined and can do the job with minimal supervision
• With experience, sales is a plus.