Patient Services Representative — Patient Experience & Feedback
Budget / Salary$800–1,000
TypeContract
LocationPhilippines
Posted4 hours ago
About the Role
We are looking for a Patient Services Representative based in the Philippines to join our patient experience team.
This role is focused on one thing: listening to our patients and understanding their experience.
You will contact existing patients after their appointments to ask how their experience went, whether they have any feedback, and if there is anything they would like our team to know. You are not expected to solve every problem or provide clinical guidance. Your primary responsibility is to seek to understand, listen carefully, document accurately, and communicate what you learn.
This is an excellent position for someone with experience in phone-based customer service, reception, concierge services, sales, hospitality, or patient/customer support who is naturally curious, empathetic, organized, and comfortable speaking with people over the phone.
What You'll Do
Make outbound calls to existing patients following their appointments
Ask patients about their appointment and overall experience
Use open-ended questions to encourage honest feedback
Listen carefully and allow the patient to fully explain their experience
Identify themes, concerns, compliments, suggestions, and opportunities for improvement
Take clear and accurate notes during each conversation
Document the outcome of every call in our database/CRM
Accurately categorize and record patient feedback
Escalate information to the appropriate internal team when something requires follow-up
Maintain a professional, warm, and conversational tone throughout every interaction
Complete call and documentation requirements consistently and accurately
Protect patient privacy and follow all company policies and procedures
What This Role Is NOT
This is not a heavy problem-solving or troubleshooting position.
You are not expected to have an answer for every patient concern. In fact, one of the most important skills for this role is knowing when not to jump into solution mode.
Your job is to:
Listen → Understand → Document → Escalate When Appropriate
The goal is to collect honest, useful information from our patients so our team can understand what is happening across the patient experience and identify areas where we can improve.
What We're Looking For
Required
Fluent spoken and written English, minimal accent
Excellent English comprehension
Strong phone communication skills
Previous experience in phone-based customer service, sales, reception, concierge, hospitality, or a similar customer-facing role
Comfortable making outbound calls
Excellent listening skills
Strong note-taking and documentation abilities
Highly organized and detail-oriented
Able to accurately enter information into a database or CRM
Strong computer and typing skills
Professional and friendly phone presence
Ability to remain calm and professional when speaking with frustrated or unhappy customers
Reliable internet connection and a professional remote-work environment
The Ideal Candidate
You are someone who:
Genuinely enjoys talking to people
Knows how to make someone feel heard
Asks good follow-up questions without interrogating the patient
Can distinguish between what a patient said and what you assume they meant
Takes thorough but concise notes
Is comfortable having conversations that don't follow a script exactly
Doesn't become defensive when receiving negative feedback
Is naturally curious and wants to understand the "why" behind someone's experience
Can recognize when something should be escalated rather than attempting to solve it independently
Is highly consistent with documentation and follow-through
Understands that accurate data collection is just as important as the conversation itself
Example of the Approach We Want
Instead of:
"I'm sorry you had a bad experience. Let me see if I can fix that for you."
We want someone who can say:
"I'm sorry to hear that. I'd really like to understand what happened. Can you tell me a little more about your experience?"
Then listen, ask appropriate follow-up questions, document the details, and make sure the information gets to the right person.
Experience That Translates Well
Candidates with backgrounds such as the following may be especially successful in this position:
Call center/customer service
Medical or healthcare reception
Patient services
Concierge services
Hospitality
Hotel front desk
Sales or inside sales
Account management
Customer success
Appointment scheduling
Client relations
BPO/customer experience
Administrative support
Healthcare experience is helpful but not required.
Performance Expectations
Success in this role will be measured by:
Quality and accuracy of patient notes
Completion of assigned outbound calls
Professionalism and communication quality
Accuracy of information entered into the database
Ability to effectively capture patient sentiment and feedback
Appropriate identification and escalation of issues
Reliability and consistency
Ability to follow established workflows and documentation standards
Schedule
Full-Time | Remote | Philippines
Specific working hours will be discussed during the interview process and may be aligned with Eastern Standard Time U.S. business hours.
Why Join Us?
This role provides an opportunity to directly influence how we understand and improve the patient experience. The information you collect will help our team identify patterns, recognize what we're doing well, and understand where patients may be experiencing friction.
If you are a great listener, excellent communicator, organized note-taker, and genuinely interested in people, we'd love to hear from you.
Apply today to join our Patient Services team.
Originally posted on Himalayas
We are looking for a Patient Services Representative based in the Philippines to join our patient experience team.
This role is focused on one thing: listening to our patients and understanding their experience.
You will contact existing patients after their appointments to ask how their experience went, whether they have any feedback, and if there is anything they would like our team to know. You are not expected to solve every problem or provide clinical guidance. Your primary responsibility is to seek to understand, listen carefully, document accurately, and communicate what you learn.
This is an excellent position for someone with experience in phone-based customer service, reception, concierge services, sales, hospitality, or patient/customer support who is naturally curious, empathetic, organized, and comfortable speaking with people over the phone.
What You'll Do
Make outbound calls to existing patients following their appointments
Ask patients about their appointment and overall experience
Use open-ended questions to encourage honest feedback
Listen carefully and allow the patient to fully explain their experience
Identify themes, concerns, compliments, suggestions, and opportunities for improvement
Take clear and accurate notes during each conversation
Document the outcome of every call in our database/CRM
Accurately categorize and record patient feedback
Escalate information to the appropriate internal team when something requires follow-up
Maintain a professional, warm, and conversational tone throughout every interaction
Complete call and documentation requirements consistently and accurately
Protect patient privacy and follow all company policies and procedures
What This Role Is NOT
This is not a heavy problem-solving or troubleshooting position.
You are not expected to have an answer for every patient concern. In fact, one of the most important skills for this role is knowing when not to jump into solution mode.
Your job is to:
Listen → Understand → Document → Escalate When Appropriate
The goal is to collect honest, useful information from our patients so our team can understand what is happening across the patient experience and identify areas where we can improve.
What We're Looking For
Required
Fluent spoken and written English, minimal accent
Excellent English comprehension
Strong phone communication skills
Previous experience in phone-based customer service, sales, reception, concierge, hospitality, or a similar customer-facing role
Comfortable making outbound calls
Excellent listening skills
Strong note-taking and documentation abilities
Highly organized and detail-oriented
Able to accurately enter information into a database or CRM
Strong computer and typing skills
Professional and friendly phone presence
Ability to remain calm and professional when speaking with frustrated or unhappy customers
Reliable internet connection and a professional remote-work environment
The Ideal Candidate
You are someone who:
Genuinely enjoys talking to people
Knows how to make someone feel heard
Asks good follow-up questions without interrogating the patient
Can distinguish between what a patient said and what you assume they meant
Takes thorough but concise notes
Is comfortable having conversations that don't follow a script exactly
Doesn't become defensive when receiving negative feedback
Is naturally curious and wants to understand the "why" behind someone's experience
Can recognize when something should be escalated rather than attempting to solve it independently
Is highly consistent with documentation and follow-through
Understands that accurate data collection is just as important as the conversation itself
Example of the Approach We Want
Instead of:
"I'm sorry you had a bad experience. Let me see if I can fix that for you."
We want someone who can say:
"I'm sorry to hear that. I'd really like to understand what happened. Can you tell me a little more about your experience?"
Then listen, ask appropriate follow-up questions, document the details, and make sure the information gets to the right person.
Experience That Translates Well
Candidates with backgrounds such as the following may be especially successful in this position:
Call center/customer service
Medical or healthcare reception
Patient services
Concierge services
Hospitality
Hotel front desk
Sales or inside sales
Account management
Customer success
Appointment scheduling
Client relations
BPO/customer experience
Administrative support
Healthcare experience is helpful but not required.
Performance Expectations
Success in this role will be measured by:
Quality and accuracy of patient notes
Completion of assigned outbound calls
Professionalism and communication quality
Accuracy of information entered into the database
Ability to effectively capture patient sentiment and feedback
Appropriate identification and escalation of issues
Reliability and consistency
Ability to follow established workflows and documentation standards
Schedule
Full-Time | Remote | Philippines
Specific working hours will be discussed during the interview process and may be aligned with Eastern Standard Time U.S. business hours.
Why Join Us?
This role provides an opportunity to directly influence how we understand and improve the patient experience. The information you collect will help our team identify patterns, recognize what we're doing well, and understand where patients may be experiencing friction.
If you are a great listener, excellent communicator, organized note-taker, and genuinely interested in people, we'd love to hear from you.
Apply today to join our Patient Services team.
Originally posted on Himalayas
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