MANAGER, HEALTH TOURISM

GENERAL DESCRIPTION
Responsible for leading and overseeing KPJ Healthcare's international patient services and health tourism operations at the International Ferry Terminal Lounge. This role ensures the delivery of exceptional customer experiences, drives international patient growth, manages stakeholder relationships, and ensures operational excellence in alignment with KPJ Healthcare's standards and strategic objectives.

JOB DESCRIPTION

· Lead and manage the day-to-day operations of the Health Tourism Lounge, ensuring high standards of customer service and patient satisfaction.

· Supervise, coach, and develop Health Tourism Executives and Customer Care personnel to achieve departmental KPIs and service excellence.

· Develop and implement strategies to increase international patient referrals, medical tourism revenue, and market presence.

· Build and maintain strong relationships with ferry terminal authorities, transport providers, tourism agencies, embassies, insurance companies, and other strategic partners.

· Oversee the coordination of patient appointments, admissions, transportation arrangements, accommodation, and concierge services for international patients.

· Monitor patient feedback, service quality indicators, and operational performance, implementing continuous improvement initiatives where necessary.

· Manage complex patient cases, complaints, and service recovery processes to ensure satisfactory resolution.

· Collaborate with hospital management, clinical departments, marketing teams, and business development units to enhance health tourism initiatives.

· Analyze market trends, competitor activities, and patient demographics to identify business opportunities and recommend strategic actions.

· Prepare and present operational reports, performance analyses, budget proposals, and management updates.

· Ensure compliance with company policies, healthcare regulations, service standards, and quality assurance requirements.

· Lead promotional activities, events, and marketing campaigns related to health tourism and international patient services.

· Manage departmental budgets, resource allocation, and manpower planning to ensure efficient operations.

· Promote a culture of professionalism, hospitality, and customer-centric service delivery.

JOB REQUIREMENT

Education :

• Bachelor's Degree in Healthcare Management, Hospital Administration, Business Administration, Hospitality Management, Marketing, or a related field.
• Master's Degree is an added advantage.

Knowledge and Experiences:

• Minimum 5–7 years of experience in healthcare, customer service, health tourism, hospitality, or international patient management.
• At least 2–3 years of managerial or supervisory experience.

Skills & Competencies:

• Strong leadership, people management, and stakeholder engagement skills.
• Proven experience in business development, customer relationship management, and operational management.
• Excellent communication, presentation, and negotiation skills.
• Proficient in English and Bahasa Malaysia; additional languages (e.g., Mandarin, Indonesian) are an advantage.
• Strong analytical, problem-solving, and decision-making abilities.
• Customer-focused mindset with a commitment to service excellence.
• Willing to work flexible hours, including weekends and public holidays when required.