PATIENT EXPERIENCE AND SATISFACTION MANAGER

Description

Job Summary: Ensure exceptional, empathetic care for patients, caregivers, and companions by providing information, guidance, and comprehensive support. Key Responsibilities: 1. Empathetic and understanding attention to patients and their families 2. Coordination for comprehensive, seamless care 3. Support and guidance during critical moments **Job Description** ---------------------- Ensure every patient, caregiver, or companion receives prompt, exceptional care with accurate information, guidance, and direction. Welcome patients and their families, offering a warm reception. Guide patients regarding the location of services and areas within the clinic. Accompany patients to the services they require, ensuring they reach their destinations without inconvenience. Be present during critical moments to provide support for questions or concerns. Provide clear and accurate information about the clinic’s services and procedures. Promptly and efficiently resolve patients’ and families’ questions. Coordinate with staff across different departments to ensure comprehensive, seamless care. Escalate issues or queries to supervisors when necessary to achieve rapid resolutions. Always demonstrate an empathetic and understanding attitude toward patients, recognizing their emotional and practical needs. Adapt care and guidance to the specific needs of each patient and situation. Ensure waiting and service areas comply with established safety and comfort protocols. Provide additional assistance to patients who need it, such as those using wheelchairs or with reduced mobility. Supervise compliance with the dress code policy. Monitor and report on infrastructure conditions and site cleanliness. Collect satisfaction surveys on-site. Manage waiting flows and maintain constant communication between departments. Follow up on critical experiences; contacting patients post\-care to ensure their well-being. Detractor intervention; contacting patients to gather feedback and coordinate solutions. Accompanying new workflows; offering guidance and support to patients. Digital service education; assisting patients/families in using digital tools. **Candidate Requirements** -------------------------- * Completed university or technical studies in Administration, Hospitality and Tourism, or Nursing * Minimum 1 year of in\-person customer service experience, preferably in healthcare or hospitality sectors * Intermediate English proficiency is desirable. **Selection Process** ------------------------ Our selection process is conducted via Aira \- a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position 2\. Check your email 3\. Log into Aira and complete the requested questions and/or assessments Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in\-person stage. **About Us** ------------------ Auna is a leading organization whose primary commitment is delivering health and wellness to its members and patients. We pursue continuous innovation to provide high\-quality, accessible health solutions for everyone. We operate in Peru, Colombia, and Mexico, with over 14,500 employees. At Auna, we implement a people\-centered, comprehensive healthcare model—the most important pillar of our mission. **Our Benefits** ----------------------- * Health insurance * Training programs and courses * Wellness activities * Meal allowance * Product discounts