Healthcare Professional Experience Coordinator

The Healthcare Professional Experience Coordinator is responsible for the Healthcare Provider (HCP) experience as they progress from the initial contract through our communication channels to handover to the Experience Management team and deploying in the USA.  High-level accountabilities for the role include early-stage engagement with HCPs to manage expectations during this phase; acting as the initial point of contact and main owner of the relationship including supporting the HCPs and their families with questions & queries, collaborating with the client’s subject matter experts to resolve issues, and ensure the HCP feels engaged and supported through the journey.
 
The role is in the Philippines. The role holder will work closely with all business stakeholders and subject matter experts to deliver outstanding service and engagement for HCPs.

Deliverables 
– Early-stage HCP engagement into the client’s business, working within a service excellence model to deliver on the differentiated client’s experience with defined touchpoints and education milestones
– Deliver the personalized client experience as HCPs progress from the contract signed through to deployment in the USA
– Proactive engagement and re-engagement on key activities & milestones, partnering with Marketing to ensure on-brand, message and timely communications and engagement solutions to drive HCP engagement and retention through this phase
– Work with subject matter expert teams to resolve queries & questions in a timely manner
– Respond to questions & queries with speed and empathy and be a meaningful point of contact’ for both HCP and the organisation during this phase 
– Deliver and track overall successes in the HCP pipeline journey, including days to deploy, HCP withdrawals, referrals, NPS, etc
– Understand the various HCP journeys and the milestones and roadblocks within each, including the emotional journey of each
– Work collaboratively with all other stakeholder teams that are responsible for the HCP journey

Critical Competencies
-High Levels of Emotional Intelligence 
– Proactive communication 
– Service Excellence
– Open-minded 
– Empathetic 
– Analytical skills 
– Problem solving 
– Collaboration skills 
– Root cause analysis and identification of resolution

Experience
– A minimum of 2 years of working within a high-performing customer service excellence business unit, linked to organisational brand, values & strategies. 
– High levels of emotional intelligence will be required to be a success in this role. 
– Experience working within a business that is supporting a global organisation across multiple geographies 
– Root cause analysis and problem-solving to identify trends and patterns that impact service. Implementing solutions to fix issues with the ability to build a story around ‘why’. 
– Experience working in high-touch customer experience environments, working within channel strategies, and partnering with business teams to deliver an engaging experience  
– Relationship building with customers, peers and stakeholders across multiple departments and geographies. 
– Tertiary education would be an advantage but is not essential