Manager, Medical Tourism & Concierge Services at The African Medical Centre of Excellence (AMCE)

Job Purpose

• The Manager, Medical Tourism & Concierge Services will be responsible for providing exceptional patient experience for our international clientele.
• This role holder will orchestrate the entire patient journey – from the initial inquiry through to post-treatment follow-up.
• By overseeing all logistical, administrative, and care coordination elements, the Manager ensures a seamless, compassionate, and stress-free experience for patients traveling to our hospital for care.

Key Accountabilities/Responsibilities
End-to-End Patient Journey Coordination:

• Serve as the single point of contact for international patients and their families, guiding them through every stage of their medical journey.
• Coordinate all pre-arrival logistics, including appointment scheduling with relevant specialists, collection of medical records, and preliminary consultations with clinical teams.
• Manage all travel and accommodation arrangements, including visa invitation letters, flight bookings, airport transfers, and hotel/ residence bookings.
• Develop and maintain a comprehensive welcome kit and itinerary for each patient, ensuring they have all necessary information before arrival.

Internal Care & Operational Coordination:

• Act as the central liaison between the patient and internal hospital departments (clinical teams, billing, admissions, pharmacy, and diagnostic imaging) to ensure flawless execution of the care plan.
• Facilitate clear communication between the patient and clinical staff, ensuring patient needs and preferences are effectively conveyed.
• Proactively identify and resolve any operational issues or delays that may impact the patient’s experience or treatment schedule.
• Oversee the patient’s departure and post-discharge support, including scheduling follow-up appointments, coordinating medication and discharge summaries, and arranging teleconsultations.

Business Development & Partner Support:

• Collaborate with the Business Development team to support international referral partners by ensuring their referred patients receive a “white-glove” experience.
• Identify opportunities to enhance the patient experience and develop new concierge services or packages that add value and differentiate the hospital.
• Gather feedback from patients and partners to continuously improve service quality and patient satisfaction scores.
• Maintain a deep understanding of AMCE’s clinical offerings to effectively match patient needs with the right medical expertise.

Market Intelligence & Reporting:

• Maintain accurate and detailed records of all patient interactions, logistics, and feedback in the hospital’s CRM.
• Track key performance indicators (KPIs) related to patient experience, including response times, satisfaction ratings, and issue resolution.
• Monitor the competitive landscape of medical tourism to identify trends and best practices.
• Prepare regular reports for the Director of Business Development on patient journey metrics and operational challenges.

Qualifications & Experience

• Bachelor’s Degree in Hospitality Management, Business Administration, Nursing, International Relations, or a related field.
• Minimum of 6 years’ experience in a high-touch client-facing role, ideally within medical tourism, luxury travel/ hospitality, or international patient departments of a hospital.
• Proven track record of managing complex logistics and delivering exceptional customer service to discerning clients
• Non-negotiable: A demonstrated ability to handle sensitive information with discretion and to navigate cross-cultural communication with empathy and professionalism.

Skills & Competencies:

• Exceptional Communication & Interpersonal Skills: Ability to build rapport and trust with patients and families under sometimes stressful circumstances. Must be an empathetic and active listener.
• Multilingual Proficiency: Fluency in English and French is mandatory. Proficiency in additional languages (e.g., Arabic, Spanish) is a significant advantage.
• Superior Organizational & Planning Skills: A master multi-tasker with an obsessive attention to detail, capable of managing multiple patient journeys simultaneously without error.
• Problem-Solving Mindset: Ability to remain calm under pressure and think creatively to resolve unexpected challenges (e.g., flight delays, scheduling conflicts) swiftly and effectively.
• Tech-Savvy: High proficiency in CRM software, Microsoft Office Suite, and virtual communication platforms. Experience with hospital management software is a plus.
• High Integrity & Professionalism: Must embody the highest ethical standards, maintain strict patient confidentiality (HIPAA/GDPR awareness), and represent the hospital with poise and elegance.