Patient Relations & Experience Manager

Overview of the Role:

The Patient Relations & Experience Manager owns the non-clinical patient experience from first enquiry to after care. You will act as the healthcare provider's front door for prospective patients — converting enquiries and referrals into booked consultations — and deliver a hospitality-grade experience for local and international patients, including travel, accommodation, interpretation, and family support.

Key Responsibilities:

• Manage all inbound enquiries (phone, email, WhatsApp, web forms, walk-ins, and referrals) and respond promptly, warmly, and accurately

• Guide prospective patients and families from first contact to a booked first consultation: understand their needs, explain services and next steps, provide indicative cost information, coordinate medical records, and secure the appointment

• Follow up systematically on open enquiries and pending referrals; track enquiry-to-consultation conversion and report on volumes, sources, response times, and drop-off points

• Serve as the patient's point of contact through treatment — welcoming arrivals, coordinating appointments across services, and keeping patients and families informed at every step

• Coordinate logistics for international and out-of-town patients: transport, accommodation, medical travel documentation, interpreters, and family arrangements

• Lead the patient relations team: recruitment, training, rostering, service scripts and standards, and performance

• Manage relationships with hotels, transport providers, travel partners, and other service vendors

• Handle feedback and complaints with empathy and resolve them promptly; monitor patient satisfaction and lead service improvements

• Work closely with front office, clinical, finance, and business development teams so that enquiries, bookings, cost estimates, and admissions run seamlessly

• Maintain accurate enquiry and patient records in the CRM, and uphold patient privacy and confidentiality at all times

Job Requirements:

• Bachelor's degree in Hospitality, Business, Communications, Medicine, or a related field

• Minimum 3 years' experience in luxury hospitality, premium healthcare, or high-touch customer service, with at least 1 years in a managerial role

• Experience with international patients or medical tourism is a strong advantage

• Fluent in Bahasa Indonesia and English; additional languages (e.g., Mandarin, Japanese, Korean, Russian) are a plus

• Warm, polished, and composed, with genuine empathy for patients facing serious illness

• Highly organised with strong follow-through, problem-solving, and vendor-management skills

• Experience managing enquiries or a sales/booking pipeline and working with a CRM is an advantage