Jovelyn Pido
Caloocan City
Summary
Knowledgeable Patient Relations Officer who demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Overview
16
16
years of professional experience
Work History
Patient Relations Officer
St. Luke's Medical Center
Quezon City
02.2020 - Current
- Coordinates with the Department Manager for direction and guidance on Medical Center’s activities on a regular basis.
- Collaborates in developing and maintaining appropriate level of customer service through shared knowledge and expertise by being an effective member of the Patient Experience Team.
- Coordinates the department’s activities in conjunction with all concerned parties, ensuring complete and up –to–date information dissemination.
- Assists patients, relatives and guests with their inquiries and takes the initiative in addressing the concern.
- Seeks assistance from direct superior, co-worker, physician or other appropriate person in handling patient concerns and complaints, when immediate resolution is not forthcoming.
- Establishes and maintains a timely, organized and effective system in handling complaints, improving process and focuses on problem prevention and creative solutions which is the highest priority in excellent service.
- Assists other areas, units and departments in the Medical Center by providing technical expertise in Patient Experience. Interacts in a collaborative way with all units, physicians and associates of the organization at all times.
- Handle patients/ relatives / guests calls and inquiries courteously.
- Handles and resolves problem situations encountered within the department and provide these situations with a win-win solution.
- Reports patients’ feedback that affects the organization.
- Provides response to patient inquiries and make a recommendation on how to properly address the concern.
- Resolves problems by using available information and resources to provide good judgment in making decision.
- Implements effective record keeping, filing and data base systems.
- Maintains and updates the department’s workflow process files for accuracy and effectiveness.
- Analyzes and evaluate customer concerns using established procedures.
- Applies logical judgment to different situations that needs immediate action
Patient/Customer Relations Assistant
St. Luke's Medical Center
Quezon City
05.2008 - 01.2020
- Addresses all inquiries and requests from patients and guests received in person, over the phone, via e-mail, snail mail or fax from its acknowledgement, processing, preparation of response letter whenever necessary, and documentation.
- Effectively handles all complaints of patients and guests received in person, over the phone, via a-mail, snail mail or fax from its acknowledgement, investigation, endorsement to superiors whenever necessary, documentation, and preparation of official response/apology letter.
- Coordinates with other departments, sections, units, or other concerned parties in order to carry out requests, address inquiries, and other concerns of patients and guests.
- Promotes customer service throughout the organization by handling written complaints received from patients and guests from its acknowledgement, dissemination to concerned units and parties, and preparation of response letter.
- Supports and implements all hospital activities and programs that will gain and maintain customer loyalty.
- Monitors the implementation of the customer feedback system throughout the hospital.
Education
Bachelor of Science - Marketing
New Era University
Quezon City04-2007
Skills
- Patient Satisfaction
- Resolving Problems
- Building Rapport and Credibility
- Calm and Effective Under Pressure
- Communicating to Patients and Families
- Caring and Empathetic
SEMINARS AND TRAININGS
- February 2020 - Business English Proficiency Program (BEPP)
- January 2020 - Associate's Management In Transition (AMIT)
- February 2013 - Effective Customer Complaints Management (ECCM)
References
References available upon request.
Timeline
Patient Relations Officer
St. Luke's Medical Center
02.2020 - Current
Patient/Customer Relations Assistant
St. Luke's Medical Center
05.2008 - 01.2020
Bachelor of Science - Marketing
New Era University
Similar Profiles
Reyna RossReyna Ross
Human Resources Specialist at CHI St. Luke's Health - Baylor St. Luke's Medical CenterHuman Resources Specialist at CHI St. Luke's Health - Baylor St. Luke's Medical Center
Alondra DelgadoAlondra Delgado
Registered Nurse at CHI St. Luke's Health - Baylor St. Luke's Medical CenterRegistered Nurse at CHI St. Luke's Health - Baylor St. Luke's Medical Center
Chad RillChad Rill
INVENTORY SPECIALIST- ORTHO OR at CHI St. Luke's Health - Baylor St. Luke's Medical CenterINVENTORY SPECIALIST- ORTHO OR at CHI St. Luke's Health - Baylor St. Luke's Medical Center