Description
International Patient Enquiries & Relationship Management
- Respond promptly and professionally to international patient enquiries received via email, website, WhatsApp, WeChat and other communication channels.
- Establish and maintain positive relationships with patients and their families throughout the care journey.
- Collect and organize medical records for physician review.
- Coordinate teleconsultations, second opinions and specialist appointments.
- Maintain regular communication and follow-up to ensure timely progression of each case.
Patient Coordination & Case Management
- Coordinate outpatient appointments, admissions, diagnostics, treatments and multidisciplinary consultations.
- Liaise with physicians, nurses and clinical departments to ensure efficient scheduling and care delivery.
- Prepare treatment schedules and communicate next steps clearly to patients.
- Coordinate internal handovers between departments where required.
International Patient Support
- Serve as the primary coordinator for overseas patients before, during, and after their visit to China.
- Provide personalized assistance throughout the patient's stay, including appointment coordination and on-site support.
- Coordinate logistics such as invitation letters, accommodation recommendations, transportation arrangements, and interpretation services where applicable.
- Ensure patients receive a smooth, welcoming and patient-centered experience throughout their treatment journey.
Communication & External Coordination
- Communicate effectively with patients, family members, referring physicians and international partners.
- Explain treatment pathways, hospital processes and administrative requirements.
- Coordinate multilingual communication and interpretation support where needed.
- Build trust and maintain high levels of patient satisfaction through responsive and compassionate communication.
- Cross-party Comprehensive Coordination & Official Institution Liaison
CRM & Operational Management
- Maintain accurate and up-to-date patient records within the CRM system.
- Track enquiry status, conversion progress and patient journey milestones.
- Ensure timely documentation and follow-up activities.
- Support continuous improvement of enquiry management and patient coordination workflows.
- Conduct regular inventory checks of physical and electronic document archives, record document circulation, borrowing and return status, and prevent loss, leakage, or misplacement of important patient and official written materials.
Service Excellence & Quality Improvement
- Deliver an outstanding international patient experience aligned with Jiahui Health's service standards.
- Proactively identify and resolve patient concerns.
- Collect patient feedback and contribute to ongoing service improvement initiatives.
- Support the development and optimization of international patient processes and operational standards.
Requirements
- Bachelor's degree or above.
- Minimum 2 years of experience in healthcare, hospitality, customer relationship management, international services, or a related field preferred.
- Excellent communication and interpersonal skills.
- Strong organizational and coordination abilities with exceptional attention to detail.
- Ability to manage multiple cases simultaneously in a fast-paced environment.
- Strong problem-solving skills and a proactive, patient-centered mindset.
- Ability to work collaboratively across multidisciplinary teams.
Language Requirements
- Fluent English and Chinese (written and spoken) are essential.
- Additional language skills such as Russian, Arabic, South Asian languages, or other languages are considered a strong advantage.
Preferred Attributes
- Passion for delivering outstanding patient service.
- Strong intercultural communication skills.
- Professional, empathetic, and service-oriented attitude.
- Comfortable working with patients from diverse cultural backgrounds.
- High level of integrity, discretion, and professionalism.
- Ability to remain calm and organized under pressure.
- Self-motivated with a continuous improvement mindset.
- Outstanding overall coordination awareness, able to balance the demands of patients, hospital departments, and official institutions simultaneously.
