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
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Make outbound calls to existing patients following their appointments
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Ask patients about their appointment and overall experience
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Use open-ended questions to encourage honest feedback
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Listen carefully and allow the patient to fully explain their experience
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Identify themes, concerns, compliments, suggestions, and opportunities for improvement
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Take clear and accurate notes during each conversation
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Document the outcome of every call in our database/CRM
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Accurately categorize and record patient feedback
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Escalate information to the appropriate internal team when something requires follow-up
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Maintain a professional, warm, and conversational tone throughout every interaction
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Complete call and documentation requirements consistently and accurately
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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
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Previous experience in phone-based customer service, sales, reception, concierge, hospitality, or a similar customer-facing role
- Comfortable making outbound calls
- Excellent listening skills
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Strong note-taking and documentation abilities
- Highly organized and detail-oriented
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Able to accurately enter information into a database or CRM
- Strong computer and typing skills
- Professional and friendly phone presence
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Ability to remain calm and professional when speaking with frustrated or unhappy customers
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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
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Asks good follow-up questions without interrogating the patient
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Can distinguish between what a patient said and what you assume they meant
- Takes thorough but concise notes
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Is comfortable having conversations that don't follow a script exactly
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Doesn't become defensive when receiving negative feedback
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Is naturally curious and wants to understand the "why" behind someone's experience
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Can recognize when something should be escalated rather than attempting to solve it independently
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Is highly consistent with documentation and follow-through
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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 c