Job Summary
The International Patient Relationship Manager is responsible for managing and coordinating the complete journey of international patients, from the initial inquiry through treatment, discharge, and post-treatment follow-up. The role serves as the primary point of contact for international patients and their families, ensuring a seamless, comfortable, and patient-centered experience while coordinating with medical, administrative, travel, and support teams.
Key Responsibilities
Patient Relationship & Coordination
- Act as the single point of contact for international patients and their attendants.
- Respond to patient inquiries through phone, email, WhatsApp, and other communication channels.
- Guide patients regarding treatment options, hospital facilities, estimated costs, and treatment timelines.
- Coordinate teleconsultations between patients and doctors.
- Ensure excellent patient experience throughout the treatment journey.
Medical & Administrative Support
- Collect and review medical records for specialist evaluation.
- Coordinate appointments, admissions, investigations, surgeries, and discharge procedures.
- Liaise with doctors, nursing staff, and other departments to ensure timely services.
- Maintain accurate patient records and documentation in the hospital management system.
Travel & Hospitality Coordination
- Assist patients with medical visa invitation letters and related documentation.
- Coordinate airport transfers, hotel accommodations, local transportation, and interpreter services.
- Provide assistance to patients and attendants upon arrival and during their stay.
- Ensure smooth admission and discharge processes.
Relationship Management
- Build strong relationships with international patients, embassies, facilitators, insurance companies, and referral partners.
- Address patient concerns, complaints, and service issues promptly and professionally.
- Monitor patient satisfaction and implement service improvement initiatives.
- Maintain regular follow-up with patients after treatment completion.
Business Development Support
- Assist in developing international patient referral networks.
- Support international marketing campaigns, exhibitions, and medical tourism initiatives.
- Generate reports on patient inquiries, conversions, revenue, and patient satisfaction metrics.
- Identify opportunities to enhance international patient services and increase patient inflow.
