Global Patient Experience Manager

Pengiklan Anonim; Denpasar; On-site; IDR 90,000,000 - 150,000,000; Full time

Job summary

Pengiklan Anonim in Bali seeks a Patient Relations & Experience Manager to own the non-clinical patient journey from enquiry to aftercare, delivering hospitality-grade service for local and international patients including travel, accommodation, interpretation, and family support.

You will guide enquiries to booked consultations, coordinate medical records and cost estimates, manage the relations team, and collaborate with front office, clinical, finance, and business development to ensure

Qualifications

• Bachelor's degree in Hospitality, Business, Communications, Medicine or related field.
• Minimum 3 years in luxury hospitality, premium healthcare, or high-touch customer service, with at least 1 year in a managerial role.
• Experience with international patients or medical tourism is an advantage.
• Fluent in Bahasa Indonesia and English; additional languages are a plus.
• Strong organisational, follow-through, problem-solving and vendor-management skills.

Responsibilities

• Manage all inbound enquiries (phone, email, WhatsApp, web forms, walk-ins, referrals) promptly and warmly.
• Guide prospective patients from first contact to booked first consultation and provide indicative cost information.
• Track enquiry-to-consultation conversion and report on volumes, response times, and drop-offs.
• Welcome arrivals, coordinate appointments across services, and keep patients informed at every step.
• Coordinate logistics for international/out-of-town patients: transport, accommodation, travel docs, interpreters.
• Lead the patient relations team: recruitment, training, rostering, scripts and standards, performance.
• Manage relationships with hotels, transport providers, travel partners, and service vendors.
• Handle feedback/complaints with empathy and drive service improvements.
• Collaborate with front office, clinical, finance, and business development for seamless admissions.
• Maintain accurate enquiry/patient records in the CRM, uphold privacy and confidentiality.

Skills

Hospitality

Customer service

CRM

Vendor management

Team leadership

Enquiry management

Education

Bachelor's degree in Hospitality, Business, Communications, Medicine

Job description

Pengiklan Anonim in Bali seeks a Patient Relations & Experience Manager to own the non-clinical patient journey from enquiry to aftercare, delivering hospitality-grade service for local and international patients including travel, accommodation, interpretation, and family support.

You will guide enquiries to booked consultations, coordinate medical records and cost estimates, manage the relations team, and collaborate with front office, clinical, finance, and business development to ensure