International Patient Operations Specialist (Health Tourism)

About the role

Metropolmed Health Group provides healthcare services to international patients travelling to Turkey for hair transplantation, dental treatments, plastic surgery, bariatric procedures, check-ups and more. It is looking for an International Patient Operations Specialist to manage the entire patient journey, from the moment a treatment is purchased until the patient returns home. The position is full-time and based in Istanbul.

Key responsibilities

• Take over patients from the sales team after the treatment sale and manage their entire journey
• Arrange hotel reservations, confirmations and transfers
• Coordinate all aspects of the patient's stay in Istanbul, from arrival to departure
• Welcome patients at the clinic and ensure pre-treatment preparations are completed
• Coordinate communication between the patient, doctors and medical staff
• Follow up on consent forms and required patient documentation
• Monitor and follow up on outstanding patient payments
• Organize discharge procedures and follow-up appointments after treatment
• Plan return transfers and travel arrangements
• Monitor patient satisfaction, collect video testimonials and online reviews
• Collect referral information from satisfied patients and introduce additional products and services
• Pursue cross-selling opportunities across dental, hair transplantation, plastic surgery, bariatric procedures and check-ups
• Manage post-treatment follow-up through the CRM system once the patient has returned home

Required profile

• Proficiency in English, French and Spanish; active communication in all three is preferred
• Previous experience in health tourism, hospitals, clinics, tourism or international patient management
• Strong patient communication and customer experience skills
• Excellent organizational and coordination abilities, and strong problem-solving and crisis management skills
• Willingness to engage in sales and cross-selling activities
• Ability to manage multiple patients and processes simultaneously in a fast-paced environment
• Residing in Istanbul

Required skills

• CRM systems proficiency
• Professional communication by phone, WhatsApp and face-to-face