Process Lead - PTX

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Date: 23 Jun 2026

Location: Taguig City, Philippines

Company: Canon

Essential Duties
Team Leadership & Oversight 

  • Supervise Patient Experience Specialists, providing coaching, mentoring, and performance feedback. 

  • Allocate workloads and monitor service levels to ensure KPIs and SLAs are consistently met. 

  • Foster a culture of empathy, professionalism, and patient-centric service. 

Operational Management 

  • Oversee inbound and outbound communications across phone, email, live chat/messaging, and ticketing systems. 

  • Ensure accurate case management and timely resolution of patient inquiries and complaints. 

  • Manage escalated issues and coordinate with clinical and operational teams for resolution. 

Reporting & Analysis 

  • Monitor team performance against KPIs and prepare regular reports for management. 

  • Provide insights into patient satisfaction, complaint resolution, and service quality. 

  • Recommend strategies to improve retention and loyalty. 

Customer Experience & Relationship Management 

  • Champion a customer-first culture, ensuring patient satisfaction is prioritised in every interaction. 

  • Analyse feedback and service data to identify trends and implement improvements. 

  • Build and maintain strong relationships with patients, suppliers, and internal stakeholders.  

Process Improvement 

  • Identify inefficiencies in workflows and recommend enhancements to improve patient experience. 

  • Support implementation of new systems, tools, and processes to enhance service delivery. 

Occupational Health & Safety and Environmental, InfoSec and QMS Awareness  

  • Comply and understand the requirements and your responsibilities in relation to the companies Occupational Health, Safety and Environmental policy. 

  • Responsible for ensuring the workplace is safe and any areas of concern are escalated to the OH&S representative within Canon immediately. 

  • Contribute to Canon’s environmental strategy and objective. 

  • Responsible for working within the OH&S and environmental guidelines and policies provided by Canon and Client  

  • Responsible for supporting the company in ensuring a healthy and safe environment to work in. 

  • Strict observance of the Information Security set of policies, which may include, but are not limited to, taking mandatory InfoSec courses, and preventing and reporting security events. 

  • Responsible for following all controls in place to protect sensitive information. 

  • Observe compliance to Canon's Quality policy and document management standards. 

 

Qualifications

  • Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field. 

  • Minimum 4–5 years of experience in patient/customer service, with at least 2 years in a leadership role. 

  • Strong background in managing omnichannel communications (phone, email, live chat/messaging). 

  • Excellent communication, interpersonal, and conflict resolution skills. 

  • Proficiency in Microsoft Office applications and CRM/ticketing systems. 

  • Demonstrated ability to lead teams, manage performance, and drive continuous improvement. 

  • Amenable to onsite work and flexible shifts.