Manager, Medical Concierge

Thomson Medical is in the midst of an exciting transformation, where new ways of working, systems and processes are re-shaping. If you do not want to miss out this excitement and believe in our purpose in empowering life journeys by caring for generations of women, children and families, we invite you to apply for the following opportunity with us!

We are looking for a dynamic and energetic team-player who is keen to join our team with the following job responsibilities:

JOB SUMMARY

The Manager, Medical Concierge will oversee the day-to-day operations of the concierge function, ensuring a seamless, high-quality patient experience across the care journey. Reporting to the Asst. Director, Clinical Partnerships, this role is responsible for managing the concierge team, coordinating patient pathways, and engaging medical concierges and channels for the hospital. The role requires a service-oriented yet commercially aware individual who can balance operational execution with continuous improvement and growth initiatives.

PRIMARY DUTIES & RESPONSIBILITIES

1. Medical Concierge Leadership

• Lead and enhance the Medical Concierge function to deliver a seamless, personalized patient and partner experience across the care journey
• Drive service excellence through tracking of KPIs such as conversion rates, turnaround times, and patient satisfaction
• Identify opportunities to differentiate and commercialize concierge services as a premium offering

2. External Partners Engagement & Network Development

• Expand the no. of partners locally and internationally that actively channel patients to the hospital
• Develop and execute strategies to strengthen engagement with the partners in the ecosystem
• Build trusted relationships with key channels to drive alignment on service standards, patient pathways, and growth initiatives
• Support recruitment, onboarding, and retention of partners within the network
• Address partners’ feedback and identify opportunities to enhance their experience, productivity, and satisfaction

3. Growth & Commercial Performance

• Partner with the Commercial and Operational teams to drive patient referrals and service utilization
• Identify opportunities to grow volumes through better matching of patients to doctors and services
• Support the development of new programs, packages, or services in collaboration with doctors

4. Cross-functional Coordination

• Work closely with clinical, operations, marketing, and finance teams to ensure smooth implementation of initiatives
• Align internal stakeholders on patient experience standards and doctor engagement priorities
• Facilitate communication between doctors and internal teams to ensure operational efficiency

5. Governance & Continuous Improvement

• Establish processes, SOPs, and governance frameworks for concierge services and doctor engagement
• Ensure compliance with regulatory and clinical governance standards
• Drive continuous improvement through data insights, feedback loops, and best practices

SECONDARY DUTIES & RESPONSIBILITIES

• Drive the regional expansion of concierge services, including identifying priority markets, defining go-to-market approaches, and localizing service models
• Develop and implement scalable SOPs, playbooks, and training frameworks to ensure consistency of service quality across markets

JOB REQUIREMENTS

• Degree in Business or equivalent
• 5–8 years of experience in healthcare operations, patient services, hospitality, or related fields
• Prior experience in team supervision or management
• Strong interpersonal and communication skills, with the ability to engage both patients and doctors
• Highly organized with strong problem-solving and multitasking abilities
• Service-oriented mindset with attention to detail and empathy
• Experience in healthcare

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If you do not possess the above experience, your application will still be considered on individual merits and you may be contacted for other opportunities

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**We regret to inform that only shortlisted candidates would be notified.**