Medical Concierge Executive

Icon Sunsuria Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

A healthcare service provider in Kuala Lumpur is seeking a Medical Concierge Executive to coordinate personalized healthcare services. This role provides a seamless experience for patients by managing appointments, facilitating communication between patients and providers, and ensuring exceptional customer service. The ideal candidate will have a diploma in a related field, 2–3 years of experience in healthcare coordination, and strong organizational skills. Proficiency in CRM systems and sensitivity in patient interactions are essential.

Qualifications

• Minimum 2–3 years in healthcare coordination or customer service roles.
• Strong verbal and written communication skills for clear information delivery.
• Sensitivity and patience in stressful situations.

Responsibilities

• Serve as first point of contact for patient inquiries.
• Manage and schedule patient care pathways and appointments.
• Provide accurate information about medical services and procedures.

Skills

Organizational skills

Empathy

Communication skills

CRM proficiency

Patience and tact

Education

Diploma or Degree in Healthcare Administration or Hospitality Management

Tools

CRM systems

EHR systems

Microsoft Office Suite

Job description

The Medical Concierge Executive serves as the primary point of contact for patients and clients seeking personalized healthcare services. This role ensures a seamless experience by coordinating medical appointments, facilitating communication between patients and healthcare providers, and delivering exceptional customer service. The position requires strong organizational skills, empathy, and the ability to manage complex schedules and requests in a fast-paced environment.

Responsibilities

• Initial Contact & Triage: Serve as the first point of contact for all new patient inquiries, providing a warm, knowledgeable, and reassuring introduction to the facility.
• Appointment & Pathway Coordination: Proactively manage and schedule the entire patient care pathway, including specialist consultations, diagnostic imaging, laboratory tests, and treatment sessions, ensuring optimal sequencing and minimal wait times.
• Information Hub: Act as a trusted resource, providing clear, accurate, and empathetic information about medical services, procedures, physician profiles, and facility amenities.
• Actively identify and resolve obstacles to care by coordinating non-clinical support services, including:
  • Travel & Logistics: Arranging airport transfers, local transportation, and hotel accommodations.
  • Linguistic Services: Scheduling professional interpreter services for non-native speakers.
  • Special Needs: Assisting with accessibility, dietary requirements, or other personal needs.

Administrative & Technological Proficiency

• Record Keeping: Maintain meticulous and confidential records of all patient interactions, requests, and resolutions in the designated Customer Relationship Management (CRM) or Electronic Medical Record (EMR) system.
• Handle confidential patient information in compliance with data protection regulations.
• Reporting: Generate regular reports on key performance indicators (KPIs) such as patient satisfaction scores, inquiry volume, response times, and common service requests.
• Feedback Loop: Formalize the process for collecting and channelling patient feedback to relevant departments for service improvement.

Requirements

• Diploma or Degree in Healthcare Administration, Hospitality Management, or related field.
• Minimum 2–3 years in healthcare coordination, concierge services, or customer service roles.
• Superior verbal and written skills, with the ability to convey complex information with empathy and clarity.
• Able to speak Bahasa Indonesia will be a plus.
• High degree of sensitivity, patience, and tact when dealing with individuals in stressful situations.
• Strong skills with CRM, EHR, and Microsoft Office Suite.
• Unwavering commitment to patient confidentiality and HIPAA compliance.