Patient Liaison Officer, International Patient Centre (IPC)

Company Description

UM Specialist Centre (UMSC) is a premier quaternary medical center in Malaysia, established in 1998 as a collaboration between the University of Malaya and its Faculty of Medicine. Operating with 99 beds, UMSC is home to over 240 specialists covering all medical fields, including many sub-specialized experts. Offering advanced, specialized care, UMSC functions as a collective of specialized hospitals for major medical specialties. Located in WP. Kuala Lumpur, UMSC is dedicated to high-quality and comprehensive healthcare services.

Role Description

We are seeking a full-time Patient Liaison Officer to join the International Patient Centre (IPC) team at UMSC. To serve as the primary contact point for international patients, providing end-to-end support with concierge-level service to ensure seamless care navigation, exceptional satisfaction, and long-term patient loyalty.

Provision of Services

1.      Act as a one-stop centre for walk-in International patients, assisting them with enquiries, service navigation, and on-the-spot coordination of appointments or hospital services.

2.      Welcome and escort international patients upon arrival.

3.      Monitor and adjust daily schedules for consultations, procedures, and follow-ups.

4.      Handle requests for transport, accommodation, visa letters, and agent updates.

5.      Assist with visa extension requests and liaise with immigration-related contacts where applicable.

6.      Follow up on diagnostic results and specialist consults with clinical departments.

7.      Liaise with MHTC for coordinating meet-and-greet services and other travel facilitation needs.

8.      Provide timely updates to families and agents (with patient consent).

9.      Support walk-in international inquiries with tailored assistance.

10.  Update CRM or patient tracking systems with details of appointments, communications, and support provided.

11.  Coordinate logistics and documentation for patient discharge and travel.

Effective Stakeholder Management

1.      Coordinate with clinical teams, insurance providers, MHTC, and agents.

2.      Communicate updates to appointed agents with patient consent.

3.      Manage relationships and logs related to agent referrals.

4.      Serve as the contact point for appointed agents referring international patients.

5.      Coordinate appointments and updates with agents, ensuring alignment and transparency.

6.      Monitor agent-referred patient journeys to ensure satisfaction and smooth service delivery.Maintain communication logs and feedback reports related to agent referrals.

Qualifications

• Minimum Bachelor's Degree in Business Administration, Healthcare Management, Hospitality, Communications or related fields.
• Minimum 2 years of experience in patient services, healthcare, hospitality, or customer service role.
• Experience in handling international clients is preferred.
• Understanding of healthcare systems and hospital procedures.
• Familiarity with international patient handling and cultural sensitivities.
• Basic knowledge of insurance and visa processing
•  Excellent communication and interpersonal skills.
•  Strong coordination, problem-solving, and organisational skills.
• Able to handle multiple tasks and remain calm under pressur
•  Proficient in English and Bahasa Malaysia; knowledge of other languages is an advantage
• Computer literate – Microsoft Office, CRM, and other hospital systems.