Patient Relations & 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

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