Deliver a seamless, personalised, and culturally sensitive experience for Middle Eastern patients by coordinating their healthcare journey from initial enquiry through to post-discharge. This role is responsible for providing customer service, coordinating patient care, and ensuring a positive patient experience.
Key Accountabilities
- Serve as the primary point of contact for Middle Eastern patients throughout their healthcare journey.
- Coordinate appointments, admissions, treatment plans, and post-discharge follow-up.
- Arrange patient support services, including airport transfers, accommodation, visa assistance, travel arrangements, and medical evacuation when required.
- Collaborate with consultants, nurses, and multidisciplinary teams to ensure seamless patient care.
- Deliver personalised, culturally appropriate support to patients and their families.
- Build and maintain strong relationships with embassies, insurers, referral partners, and other key stakeholders.
- Handle patient feedback and service recovery professionally to enhance patient satisfaction.
- Maintain accurate patient records, prepare reports, and support continuous quality improvement initiatives.
Experience & Requirements
- Fluency in Arabic (spoken and written) is mandatory. Proficiency in English and Bahasa Malaysia is required. Additional language skills are an advantage.
- Customer-focused with excellent interpersonal and communication skills.
- Proactive, adaptable, and able to thrive in a fast-paced environment.
- Good understanding of healthcare services, hospital operations, and the international patient journey.
- Prior experience in healthcare, hospitality, customer service, or international patient services is preferred.
