Manager, Medical Tourism & Concierge Services

End-to-End Patient Journey Coordination

• Serve as the single point of contact for international patients and their families, guiding them through every stage of their medical journey.
  
• Coordinate all pre-arrival logistics, including appointment scheduling with relevant specialists, collection of medical records, and preliminary consultations with clinical teams.
  
• Manage all travel and accommodation arrangements, including visa invitation letters, flight bookings, airport transfers, and hotel/ residence bookings.
  
• Develop and maintain a comprehensive welcome kit and itinerary for each patient, ensuring they have all necessary information before arrival.
  

Internal Care & Operational Coordination

• Act as the central liaison between the patient and internal hospital departments (clinical teams, billing, admissions, pharmacy, and diagnostic imaging) to ensure flawless execution of the care plan.
  
• Facilitate clear communication between the patient and clinical staff, ensuring patient needs and preferences are effectively conveyed.
  
• Proactively identify and resolve any operational issues or delays that may impact the patient’s experience or treatment schedule.
  
• Oversee the patient’s departure and post-discharge support, including scheduling follow-up appointments, coordinating medication and discharge summaries, and arranging teleconsultations.
  

Business Development & Partner Support

• Collaborate with the Business Development team to support international referral partners by ensuring their referred patients receive a “white glove” experience.
  
• Identify opportunities to enhance the patient experience and develop new concierge services or packages that add value and differentiate the hospital.
  
• Gather feedback from patients and partners to continuously improve service quality and patient satisfaction scores.
  
• Maintain a deep understanding of AMCE’s clinical offerings to effectively match patient needs with the right medical expertise.
  

Market Intelligence & Reporting

• Maintain accurate and detailed records of all patient interactions, logistics, and feedback in the hospital’s CRM.
  
• Track key performance indicators (KPIs) related to patient experience, including response times, satisfaction ratings, and issue resolution.
  
• Monitor the competitive landscape of medical tourism to identify trends and best practices.
  
• Prepare regular reports for the Director of Business Development on patient journey metrics and operational challenges.