Client Servicing Specialist

Official Job Title: VIP Elite Care Officer

Job Purpose
The position is responsible for delivering the highest quality care to VIP Members and /or specially endorsed patients and the efficient execution of service recovery, as may be necessary.

Qualifications:

• University degree graduate in any Medical allied field, preferably BS Nursing
• At least 3 years of related work experience
• Willing to work in Ayala, Makati

Duties and Responsibilities:

• Carries out best-in-class service to VIP members and/or specially endorsed patients throughout their medical availment from start to end, which includes: advanced issuance of LOA, early setting of appointments for doctor consultations, securing of patient rooms before hospital admission, scheduling of elective laboratories or surgical procedures, claiming of medical abstracts and laboratory results, among others
• Executes seamless service recovery for Members/Clients who have major service complaints.
• Conducts performance evaluation, identifying key talent for promotion and designing remedial action plans or training to bridge skills gaps.
• Ensures availability of LOA and confirms schedule of availment with providers and members
• Engages with doctors, nurses, and hospital staff to help ensure seamless delivery of care
• Upholds expertise in delivering VIP assistance and service recovery according to CXD's protocols
• Recommends service solutions to further elevate the company's service level that may eventually impact PhilCare's business objectives and goals
• To take any other responsibilities or tasks that are within the employee’s skills and abilities whenever reasonably instructed.