Career - Operations - MVT

• Bachelor’s Degree in Healthcare Management, Hospital Administration, Business Administration, Marketing, or a related field.Business (preferred).
• MBA in Healthcare Management / Hospital Administration / International Business (preferred).
• Certification or formal training in Medical Tourism, International Patient Coordination, or Healthcare Operations (added advantage).
• Strong understanding of hospital workflows, patient journey processes, and healthcare compliance standards.
• Basic knowledge of international medical travel protocols and cross-border healthcare coordination.

• 2 – 5 years of relevant experience in Operations, International Patient Services, Medical Tourism, or Healthcare Coordination.
• Proven experience working as Patient Facilitator / Patient Counsellor / International Patient Coordinator.
• Hands-on experience in handling inbound and outbound patient calls.
• Experience in managing international patient queries and coordinating treatment plans with hospitals.
• Exposure to visa documentation, travel arrangements, insurance coordination, and admission processes.
• Experience working with CRM systems and maintaining patient databases.
• Ability to manage culturally diverse patients from multiple international markets.

A. Patient Facilitation & Counselling

• Handle international and domestic patient inquiries through calls, emails, WhatsApp, and other communication platforms.
• Provide detailed counselling about treatment options, procedures, doctors, hospital infrastructure, and expected outcomes.
• Review medical reports and coordinate with doctors for treatment plans and cost estimates.
• Maintain regular follow-ups to convert inquiries into confirmed treatment cases.
• Build trust with patients by offering accurate, transparent, and timely information.

B. International Patient Query Handling

• Manage inquiries from international markets efficiently and within defined TAT.
• Communicate fluently in required foreign languages to ensure clear understanding.
• Coordinate with medical departments for appointment scheduling, admission planning, and discharge processes.
• Ensure complete and accurate documentation of all patient communications and case progress in CRM.
• Maintain confidentiality and compliance with healthcare regulations.

C. Calling & Lead Management

• Manage inbound and outbound calls for patient follow-ups and new leads.
• Track inquiry status and update conversion stages regularly.
• Maintain detailed records of discussions and action points.
• Achieve conversion targets and contribute to revenue growth.
• Address patient concerns and resolve objections professionally.

D. Treatment Coordination & Operations Support

• Coordinate between patients, doctors, nursing teams, diagnostics, and billing departments.
• Arrange visa invitation letters and assist with required documentation.
• Support travel planning including airport pickup, accommodation, and local logistics.
• Ensure seamless patient journey from initial inquiry to post-treatment follow-up.
• Handle escalations, complaints, and special patient requirements.
• Ensure compliance with organizational SOPs and international patient service standards.

E. Reporting & Process Management

• Maintain daily operational reports and performance trackers.
• Monitor inquiry inflow, conversion ratios, and revenue contribution.
• Ensure 100% accuracy in documentation and patient data handling.
• Adhere strictly to TAT and service quality benchmarks.
• Support management with operational insights and improvements uggestions.

Key Performance Indicators (KPIs)

• Inquiry to conversion ratio
• Patient satisfaction score
• TAT adherence
• Accuracy in documentation
• Call handling and follow-up efficiency
• Revenue contribution from managed cases
• Compliance with organizational processes and punctuality standards

Organizational Relationships Internal

• Doctors and Medical Departments
• Nursing & IPD/OPD Teams
• Billing & Finance
• Marketing & Business Development
• All Functional Heads

Organizational Relationships External

• International Patients
• Referral Partners / Agents
• Travel & Visa Consultants
• Insurance Coordinators

Language Proficiency (Mandatory)

Technical & Functional Skills

• Strong knowledge of hospital operations and international patient handling procedures.
• Understanding of medical terminology and treatment processes.
• Knowledge of visa processes, FRRO compliance (if applicable), and international travel coordination.
• Familiarity with global medical tourism trends and patient expectations.
• Proficiency in MS Office (Word, Excel, Outlook) and CRM software.
• Ability to analyze patient requirements and provide appropriate treatment guidance.

Behavioral & Interpersonal Skills

• Excellent communication and counselling skills.
• Strong interpersonal and relationship-building abilities.
• Empathy and patient-centric mindset.
• High level of professionalism and confidentiality.
• Strong time management and multitasking abilities.
• Proactive, assertive, and solution-oriented approach.
• Ability to handle pressure and manage escalations effectively.

• 100% accuracy Punctuality
• Interpersonal Skills
• TATs as per Organisation

• Good Computer Skills
• Leadership / Behavioral Competencies
• Observation skills

• Good Interpersonal skills
• Pro-activeness & assertiveness
• Time Management Skills

• As per the instruction of Functional Head

• All functional head