Patient Coordinator-Cebu(based)

Instalimb Solutions Philippines Inc.

  • Cebu
  • Permanent
  • Full-time
  • 1 month ago
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.

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