Patient Experience / Customer Experience Agent

We are looking for a Patient Experience Agent responsible for delivering a seamless, professional, and patient-centred experience across all communication channels.

The role focuses on handling patient inquiries, coordinating appointments, resolving complaints, and ensuring high patient satisfaction throughout the care journey.Patient experience reflects all interactions patients have with healthcare services, including communication, coordination, and support, and is a key driver of care quality.

Key ResponsibilitiesAct as the first point of contact for patients via calls, WhatsApp, email, or system platformsHandle patient inquiries, requests, and complaints in a professional and empathetic mannerSchedule, reschedule, and confirm patient appointmentsEnsure accurate documentation of all patient interactions in CRM/systemCoordinate with clinical pharmacists, physicians, and internal teams to resolve patient issuesFollow up with patients on:ConsultationsComplaints or escalationsEnsure compliance with SLA timelines and quality standardsConduct patient satisfaction follow-ups and collect feedbackEscalate clinical or urgent cases to the appropriate teamMaintain patient confidentiality and adhere to healthcare regulations Compensation & BenefitsSocial InsuranceMedical Insurance: Comprehensive private medical coverage after probation periodCareer development and training opportunitiesPerformance-based incentives (if applicable)

1–3 years of experience in:Customer Service / Call Centre / HealthcareExcellent communication & interpersonal skillsStrong problem-solving and multitasking abilitiesHigh level of empathy and patient handling skillsGood English Familiarity with CRM systems (Zoho, call systems, etc.) is a plusMedical background is a plus (Pharmacy / Nursing / Medicine / Allied Health)