EXECUTIVE, HEALTH TOURISM

Job Description

To coordinate and support the end-to-end journey of international patients, from initial enquiry and appointment arrangement through consultation, treatment and follow-up, ensuring patients and referral partners receive timely, professional and well-coordinated assistance.

The role acts as a key liaison between international patients, referral partners, consultants and relevant hospital departments to facilitate a smooth patient journey, while ensuring that operational processes such as registration, billing and admission are managed by the respective departments.

The role also supports the Health Tourism team in patient conversion, referral partner coordination, operational follow-up, market activities and international patient-related programmes, including travelling when required for exhibitions, roadshows, partner engagements and other approved Health Tourism activities.

Key Responsibilities

1. International Patient Coordination

·   Attend to enquiries from international patients, referral partners and agents through approved communication channels.

·   Obtain relevant patient information and medical documents for appointment or treatment arrangements.

·   Coordinate appointments with consultants, clinics and relevant departments.

·   Provide patients with information on available services, packages, estimated charges and required preparation, based on approved information.

·   Follow up with patients on appointment confirmation, treatment plans and pending decisions.

2. Patient Journey Management

·   Assist international patients before arrival, during their hospital visit and after treatment.

·   Coordinate patient registration, consultation, diagnostic services, admission, treatment and discharge requirements.

·   Liaise with relevant departments to support a smooth and organised patient journey.

·   Assist patients with hospital navigation and general non-clinical enquiries.

·   Ensure important patient arrangements and requests are communicated to the relevant departments.

3. Referral Partner & Agent Support

·   Assist in managing enquiries and patient referrals received from approved referral partners and agents.

·   Provide timely updates on patient appointments, treatment arrangements and case progress.

·   Follow up on incomplete documents or information required to proceed with patient arrangements.

·   Maintain professional communication and service standards with referral partners.

4. Internal Coordination

·   Liaise with Consultants, Clinics, Business Office, Admission, Ward, Radiology, Laboratory, Pharmacy and other relevant departments on international patient matters.

·   Follow up on quotations, appointments, admission requirements and other operational matters.

·   Escalate delays, service issues or patient concerns to the Head of Health Tourism and relevant departments for further action.

·   Support coordination of special patient cases where additional arrangements are required.

5. Patient Experience

·   Ensure international patients receive courteous, responsive and professional assistance.

·   Identify patient concerns and assist in coordinating appropriate follow-up.

·   Monitor service issues affecting the international patient journey and highlight areas for improvement.

·   Support initiatives aimed at improving the overall international patient experience.

6. Data, Reporting & Documentation

·   Maintain accurate records of patient enquiries, appointments, referrals and outcomes.

·   Update Health Tourism patient trackers and relevant databases.

·   Assist in monitoring enquiry conversion, patient attendance and referral sources.

·   Prepare or provide information required for Health Tourism reports and performance monitoring.

·   Ensure patient information is handled confidentially and in accordance with hospital policies.

7. Health Tourism Activities & Travelling

·   Support Health Tourism programmes, exhibitions, expos, roadshows, hospital visits, referral partner engagements and other approved activities.

·   Travel locally or internationally when required to support Health Tourism activities.

·   Assist the Health Tourism team during overseas or outstation market activities, including exhibitions, promotional events, agent engagements and patient-related programmes.

·   Support registration, enquiry handling, lead collection, patient coordination and follow-up during exhibitions and roadshows.

·   Assist with coordination of international patient groups and visiting referral partners.

·   Support hospital tours, networking sessions and other Health Tourism-related programmes.

·   Carry out other Health Tourism-related duties as assigned by the Head of Health Tourism based on operational and business requirements.

Expected Outcomes

·   International patient enquiries are attended to and followed up in a timely manner.

·   Patient appointments and treatment arrangements are coordinated accurately and efficiently.

·   International patients experience a smooth and well-supported journey throughout their engagement with the hospital.

·   Referral partners receive timely updates and professional support.

·   Pending patient cases are actively followed up to support better conversion.

·   Patient and referral records are maintained accurately for reporting and performance monitoring.

·   Operational issues affecting international patients are identified and escalated promptly.

·   Health Tourism exhibitions, roadshows and market activities receive effective operational and patient coordination support.

·   The Health Tourism team receives effective support during approved local and international activities.

Key Competencies

·   Good communication and interpersonal skills.

·   Strong patient-service orientation.

·   Good coordination and follow-up skills.

·   Ability to communicate professionally with patients, consultants, referral partners and internal departments.

·   Able to manage multiple patient cases and priorities.

·   Good attention to detail.

·   Able to work independently and as part of a team.

·   Comfortable communicating through WhatsApp, email, telephone and face-to-face interaction.

·   Ability to handle confidential patient information professionally.

·   Willing and able to travel locally and internationally when required.

·   Able to support activities outside normal office hours when required, subject to hospital arrangements and policies.

·   Proficiency in Bahasa Malaysia and English is required.

·   Ability to communicate in Mandarin would be an added advantage.

·   Ability to communicate in Bahasa Indonesia or other languages would also be an added advantage.

Job Requirement

Qualification & Experience

·   Diploma or Degree in Hospitality, Healthcare Management, Business Administration, Tourism, Customer Service or a related field.

·   Relevant experience in healthcare, hospitality, customer service, patient services or international patient coordination is preferred.

·   Fresh graduates with strong communication and customer service skills may also be considered.

·   Experience working with international patients, exhibitions, events or referral partners would be an added advantage.