Patient Services Representative - Patient Experience & Feedback

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.