Healthcare Operations & Customer Service Manager

Heals Healthcare (Asia) Limited; Hong Kong; On-site; HKD 520,000 - 760,000; Full time

Job summary

Heals Healthcare is seeking a Healthcare Operations & Customer Service Manager to oversee multiple operational functions across concierge services, logistics management, and telemedicine support in Asia. Based in Hong Kong, you will lead the Malaysia Concierge Team, coordinate cross-functional processes, and ensure seamless patient care from scheduling to virtual consultations.

The role emphasizes structured operations, strong communication, and the ability to juggle priorities across teams and

Qualifications

• Strong operational management and coordination skills.
• Excellent communication and problem-solving abilities.
• Ability to manage multiple teams and priorities simultaneously.

Responsibilities

• Lead and oversee the Malaysia Concierge Team's daily operations
• Monitor service quality and team performance to ensure excellent customer experience
• Coordinate cross-functional communication and process improvements
• Manage and optimize nursing operational workflows in Hong Kong
• Oversee courier partners and delivery arrangements to ensure timely and accurate fulfillment
• Monitor service performance and resolve operational issues promptly
• Manage doctors' schedules and availability
• Ensure adequate doctor coverage for every telemedicine service timeslot
• Coordinate with medical practitioners to maintain uninterrupted virtual consultation services

Skills

Operational leadership

Team coordination

Healthcare operations

Job description

Healthcare Operations & Customer Service Manager

We are looking for a highly organized and proactive individual to oversee multiple operational functions across our healthcare services. This role is critical in ensuring seamless operations across concierge services, logistics management, and telemedicine support.

Key responsibilities

• Lead and oversee the Malaysia Concierge Team's daily operations
• Monitor service quality and team performance to ensure excellent customer experience
• Coordinate cross-functional communication and process improvements
• Manage and optimize nursing operational workflows in Hong Kong
• Oversee courier partners and delivery arrangements to ensure timely and accurate fulfillment
• Monitor service performance and resolve operational issues promptlyManage doctors' schedules and availability
• Ensure adequate doctor coverage for every telemedicine service timeslot
• Coordinate with medical practitioners to maintain uninterrupted virtual consultation services

About you

• Strong operational management and coordination skills
• Excellent communication and problem-solving abilities
• Ability to manage multiple teams and priorities simultaneously

MUST HAVE Experience in healthcare, telemedicine, logistics, or customer service operations is an advantage

Company background

Heals Healthcare was founded in 2017; we have been driven by the mission to offer quality healthcare services through emerging technologies.

Our core proposition is to provide digital platform to link clinics with insurers and patient together on a seamless and secured network. (Details: https://www.healshealthcare.com/ )

Heals has pursued a model of building digital health platform from clinic software as the starting point, and by extending connectivity and facilitating transactions across health value chain including payors,

pharma and patient. With PoC built in Hong Kong, Heals has expanded into Singapore, Malaysia and Indonesia as “Phase 1 Markets”. Short term goal is to achieve revenue through replicating Heals model.

Expansion shall be through one of acquisition, JV partnership and greenfield build, depending on market landscape and maturity. Strategy team responsible for identifying acquisition/

partnership targets whilst Commercial team responsible for growing clinic penetration and business development.

Product suite includes front end interfaces for HCP, patient, payors and drug procurement, all interfacing with a common architecture based on HL7 FHIR. UI/ UX customized locally

with core architecture developed in Shenzhen centre.

Company background

Heals Healthcare was founded in 2017; we have been driven by the mission to offer quality healthcare services through emerging technologies.

Our core proposition is to provide digital platform to link clinics with insurers and patient together on a seamless and secured network. (Details: https://www.healshealthcare.com/ )

Heals has pursued a model of building digital health platform from clinic software as the starting point, and by extending connectivity and facilitating transactions across health value chain including payors,

pharma and patient. With PoC built in Hong Kong, Heals has expanded into Singapore, Malaysia and Indonesia as “Phase 1 Markets”. Short term goal is to achieve revenue through replicating Heals model.

Expansion shall be through one of acquisition, JV partnership and greenfield build, depending on market landscape and maturity. Strategy team responsible for identifying acquisition/

partnership targets whilst Commercial team responsible for growing clinic penetration and business development.

Product suite includes front end interfaces for HCP, patient, payors and drug procurement, all interfacing with a common architecture based on HL7 FHIR. UI/ UX customized locally

with core architecture developed in Shenzhen centre.