Patient Experience Manager

The role of Patient Experience Manager in Birmingham offers a salary between £30,000 and £35,000 per year for a 40-hour work week. This position is vital for ensuring a positive medical tourism experience for patients, overseeing their journey from initial inquiry to post-treatment follow-up. Key responsibilities include patient coordination, effective communication, process management, and liaising with healthcare providers abroad. Candidates should possess excellent communication skills, empathy, and at least four years of experience in a patient-facing role. Experience in the healthcare or travel industry is preferred, along with knowledge of medical terminology and healthcare procedures.

*Position: Patient Experience Manager*
*Pay: £30,000 – £35,000 per year*
*Location: Birmingham*
*40 hour week*
As a Patient Experience Manager, you will play a crucial role in ensuring a seamless and positive experience for our patients throughout their medical tourism journey. You will be responsible for coordinating all aspects of the patient’s journey and experience, from initial inquiry to post-treatment follow-up in the UK.
*Key Responsibilities:*
1. Patient Coordination:
* Initial Contact: Respond to patient enquiries promptly and provide comprehensive information about our services.
* Appointment Scheduling: Coordinate appointments with our private UK GP’s, Specialists, and the abroad counterparts.
* Information Sharing: Share relevant information with patients, including leaflets, treatment plans, costs, and logistics.
* Documentation: Maintain accurate patient records and documentation using our tech platforms.
2. Communication and Support:
* Point of Contact: Serve as the primary point of contact for patients, addressing their questions and concerns in a timely way.
* Communication: Maintain open and effective communication with patients, our UK doctors, abroad healthcare providers and other stakeholders.
* Support: Provide emotional and practical support to patients throughout their journey.
3. Process Management:
* Coordination: Coordinate with various departments and third-party agencies to ensure a seamless patient experience.
* Information Sharing: Ensure that all relevant information is shared between the patient, our UK doctors, and Indian healthcare providers.
* Updates: Keep patients informed about their treatment progress and any changes in the plan.
* Work proactively with the TMTC admin and clinical teams.
4. Coordination abroad:
* Liaison: Serve as the primary point of contact for the India-based team once the patient receives a “fit to fly” approval from the UK doctor.
* Information Exchange: Coordinate the exchange of patient information and medical records between the UK and abroad, ensuring confidentiality and GDPR regulations.
* Travel Arrangements: Assist with abroad travel arrangements and medical visa processing for the patient.
* Post-Treatment Follow-Up: Coordinate post-treatment follow-up appointments with our UK doctors and provide necessary support.
5. Patient Follow-Up:
* Post-Treatment Care: Coordinate post-treatment follow-up appointments with our UK doctors.
* Insurance Claims: Assist patients with insurance claims and reimbursement processes.
* Feedback Collection: Gather feedback from patients to identify areas for improvement.
* Share TMTC patient records with the patient’s NHS GP
6. Qualifications:
* Excellent communication and interpersonal skills.
* Strong organizational and time management abilities.
* Empathy and compassion for patients.
* Ability to work independently and as part of a team.
* Minimum 4+ years of experience in a patient-facing role
7. Preferred Skills:
* Experience in the healthcare or travel industry.
* Knowledge of medical terminology, healthcare IT systems and healthcare procedures.
* Experience in customer service or relationship management.
By applying you consent for us to hold your details and contact you about this position and other future positions.
Please only apply if you have previous patient facing role experience.
*INDOTH*
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Schedule:
* Day shift
Experience:
* Patient facing: 1 year (preferred)
Work Location: In person