Manager/Sr. Manager International Marketing – Medical Tourism

Manager/Sr. Manager International Marketing – Medical Tourism

Roles and Responsibilities

The position is a customer (patient)-facing role that serves as the primary contact to provide seamless experience for patients seeking help with the surgeries, treatments, consultations, logistics and other general queries related to appointments, prescriptions, medical records or medical treatments.

The position is responsible for providing the overall leadership and direction of the medical tourism customer service department to ensure the needs of the customers are being met in a professional and expeditious manner.

The role is also responsible for developing and implementing performance metrics targeted at measuring but not limited to customer satisfaction, effective problem resolution, abandonment rate, and on hold times. This person will serve as a role model of outstanding customer service for the team by bringing new ideas to the table and always looking for operational improvements. Key responsibilities are:

1. Leading the existing team and ensuring delivery of KPIs as determined by the management

2. Identifying our patient needs based on teams/customer feedback and helping customize our media strategy to bring right leads

3. Supporting team in consistently improving their KPI and delivering upon them

4. Providing management reporting and timely feedback

5. Supporting in expanding the team as business grows and training new hires while onboarding

6. Taking lead in implementing any new customer ticketing tool, training and onboarding employees with the tool

7. Identifying improvement areas to support growth and overall strategy

8. Working cross-functionally to understand emerging patient outreach needs, formulate and execute on plans to get the job done

9. Providing team performance reviews

10. Proactively reach out to patients (and at times providers) to collect information, follow up on open questions and solicit feedback

11. Exercise good judgement and follow internal protocols for protecting patient privacy and confidentiality

Desired Candidate Profile

• Bachelors Degree; and 2+ years equivalent experience in healthcare domain (medical tourism, hospital, clinic, tele-health setup or similar setup).
• Possess strong communication (written and verbal) skills including ability to directly deal with higher management and high-profile service providers (Doctors/Corporates)
• Strong leadership skills
• Candidates with any additional certifications in healthcare, customer service function is strongly preferred
• Demonstrate analytical and problem-solving ability that result in decisions which are timely, efficient and productive.