[MY] Assistant Manager / Manager, Prestige Medical Concierge
تفاصيل الوظيفة
About the team Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our virtual and in-person clinical services, resolving operational issues in a timely manner, and providing the best patient care experience possible. We make sure that our customers remain our top priority. About the role We are seeking an Assistant Manager / Manager, Prestige Medical Concierge to lead a team to provide coordination support to patients for their medical and healthcare needs. The role ensures that the clients gain exclusive access to a network of dedicated and renowned specialists and allied healthcare professionals in the region, by guiding patients to Doctor Anywhere’s integrated healthcare solutions and treatment options. The ideal candidate will have a mindset of continuous improvement and change and will demonstrate curiosity, collaboration and the ability to deal with ambiguity especially in a start-up environment. This role is based in Malaysia and reports directly to the Associate Director, Head of Medical Concierge. A summary of the key responsibilities are as follows:
- Lead the Medical Concierge Team in providing premium services to our international and domestic patients related to their medical concerns and healthcare needs.
- Manage manpower scheduling to meet customers’ demands in consideration of team members’ workload, productivity and efficiency.
- Set up and review SOPs for the team to ensure workflows are optimised for achieving the team’s goals.
- Review the quality of WhatsApp, calls and emails to ensure workflows are adhered and coach the team accordingly.
- Facilitate and organize training and refresher sessions for all team members on new, revised health policies, and/or requisite medical knowledge to support patients.
- Prepare regular and ad hoc reports accurately and in a timely manner.
- Other ad hoc duties as required.
- Diploma or Degree with 5-7 years of experience in leading a team in Customer Service delivery, Medical Assistance Services, or Operations.
- Experience in the medical profession, nursing, healthcare insurance, or medical concierge background is preferred.
- Familiarity with CS ticketing systems (e.g., Zendesk, Zoho, Salesforce) would be a plus.
- Proficiency in English, with excellent written and verbal communication skills, is required. Proficiency in Bahasa and Mandarin is an advantage.
- Demonstrated track record of providing excellent service to people at all levels in a multicultural, collaborative, and team-oriented environment.
- Ability to proactively seek solutions while maintaining a calm disposition.
- Self-motivated individual capable of thriving independently in a fast-paced and demanding environment.
- A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zones and take on new challenges.
- Comfortable with ambiguity and flexible to learn new things - we’re not done growing, and heading into uncharted territories is part of the fun!
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