Patient Relation Executive

📍 Location: BSD, Tangerang, Indonesia

Are you passionate about helping people and building meaningful relationships?

Join our growing fertility healthcare team as a Patient Relation Executive and play an important role in supporting patients throughout their fertility journey. You will be a key point of contact for patients - from their first enquiry and appointment booking to treatment follow-ups and long-term engagement.

About the role

To provide excellent patient relationship management throughout the fertility journey by handling patient enquiries, managing the CRM system, coordinating appointment bookings, conducting timely follow-ups before and after treatment, and maintaining long-term engagement through Alpha Patient Alumni communities to ensure an exceptional patient experience and improve patient retention.

Key responsibilities

• Handle patient enquiries from CRM, WhatsApp, website, social media and other communication channels, ensuring timely responses and proper lead qualification
• Manage appointment bookings, rescheduling, confirmations and reminders for consultations and treatment. Coordinate with internal departments (Medical, Nursing, Finance, Laboratory and Operations) to ensure efficient patient flow and service delivery
• Maintain and update CRM records accurately, ensuring all patient interactions and treatment progress are properly documented
• Conduct follow-up communications after consultation, OPU, ET and other treatment milestones to monitor patient progress and enhance patient satisfaction
• Participate in marketing events and patient engagement activities to support Alpha Patient Alumni communities by maintaining engagement, sharing educational content, collecting testimonials, and encouraging patient referrals
• Prepare CRM reports, patient journey tracking, follow-up status and support other patient engagement initiatives assigned by management

Why Join Us?

We value our employees and offer a comprehensive rewards and benefits package to support your well-being and career growth:

• Attractive Compensation: Competitive salary with performance-based bonus opportunities.
• Generous Time Off: Enjoy 16 days of annual leave, plus a special Birthday Leave to celebrate your day.
• Comprehensive Health Benefits: Insurance coverage, outpatient medical benefits, dental and optical benefits to support your well-being.
• Career Growth: Opportunities for career development and advancement within the growing healthcare industry.
• Supportive Culture: Be part of a collaborative and team-oriented environment where your contributions are valued.

Requirements

• Bachelor's degree in Healthcare Administration, General Practitioner, Nursing, Hospitality Management, Marketing, Communications or related discipline
• Minimum 2 years of experience in Customer Service, Customer Relationship Management (CRM), Patient Relations, Healthcare, Medical Tourism, Hospitality or related fields
• Excellent verbal and written communication skills in English & Bahasa Indonesia
• Strong customer service and patient relationship management skills
• Ability to handle patient enquiries with empathy, professionalism and confidentiality
• Experience using CRM systems; knowledge of Hospital Information Systems (HIS) is an advantage

If you enjoy connecting with people, providing excellent service and making a meaningful difference in patients' lives, we would love to hear from you!