Medical Tourism Officer

Responsibilities:

• Identify and liaise with hospitals, clinics, and healthcare providers locally and internationally.
• Assist clients in identifying suitable healthcare facilities based on their stated needs and preferences.
• Coordinate medical appointments, consultations, and treatment schedules with healthcare providers.
• Obtain and organise medical documents required for treatment arrangements, subject to client consent.
• Assist clients with medical visa applications and other relevant travel documentation.
• Coordinate flight bookings, airport transfers, accommodation, and other travel logistics.
• Communicate with clients before, during, and after their medical travel arrangements.
• Provide clients with information about available medical tourism packages, services, and estimated costs.
• Follow up with healthcare providers and clients to ensure appointments and travel arrangements are properly coordinated.
• Maintain accurate client records and protect confidential medical and personal information.
• Prepare quotations, service proposals, invoices, and reports relating to medical tourism services.
• Respond promptly to client enquiries and complaints and escalate complex issues to management.
• Build and maintain professional relationships with hospitals, doctors, travel agencies, and international healthcare partners.
• Support marketing activities aimed at attracting clients for medical tourism services.
• Monitor client satisfaction and identify opportunities to improve service delivery.
• Prepare periodic reports on enquiries, bookings, client conversions, revenue, and service performance.
• Perform other related duties assigned by management.

Requirements:

• Minimum of an HND in Healthcare Administration, Business Administration, Hospitality Management, Tourism, or a related discipline.
• Previous experience in medical tourism, travel and tourism, customer service, healthcare administration, or immigration services is an advantage.
• Good knowledge of travel arrangements, visa application processes, and customer relationship management.
• Strong communication, negotiation, and interpersonal skills.
• Excellent organisational and coordination abilities.
• Proficiency in Microsoft Office and relevant booking or customer relationship management software.
• Ability to manage multiple client requests and meet deadlines.
• High level of professionalism, integrity, and confidentiality.
• Ability to communicate effectively with clients and international service providers.

Required Skills and Competencies:

• Client relationship management
• Medical travel coordination
• Travel and visa documentation support
• Communication and negotiation
• Customer service and complaint resolution
• Planning and organisation
• Sales and business development
• Report writing and record keeping
• Problem-solving and attention to detail
• Confidentiality and professional ethics

Key Performance Indicators (KPIs):

The Medical Tourism Officer's performance will be evaluated based on the following:

• Client Acquisition: Number of qualified medical tourism enquiries generated and converted into clients.
  
• Client Satisfaction: Quality of service and feedback received from clients.
  
• Appointment Coordination: Timely and accurate coordination of medical consultations and appointments.
  
• Travel Coordination: Accuracy and efficiency of flight, accommodation, transfer, and visa-support arrangements.
  
• Revenue Generation: Contribution to departmental sales targets and revenue.
  
• Partnership Development: Number and quality of relationships established with healthcare providers and other relevant partners.
  
• Response Time: Timely responses to client enquiries and requests.
  
• Documentation Accuracy: Proper preparation and management of client and travel documents.
  
• Reporting: Submission of accurate and timely departmental reports.
  
• Confidentiality and Compliance: Proper handling of sensitive client information and adherence to company policies.

Working Relationships: The Medical Tourism Officer will work closely with Management, the Operations Department, the Ticketing and Reservations Team, the Visa and Immigration Team, and external healthcare providers to ensure seamless delivery of medical tourism services.

Expected Outcome: The successful candidate is expected to coordinate efficient and reliable medical travel services, maintain strong relationships with healthcare partners, attract and retain clients, contribute to revenue generation, and uphold the company's reputation for professional service delivery.

 Note: The Medical Tourism Officer coordinates travel and healthcare arrangements but must not independently diagnose medical conditions, recommend treatment, or provide medical advice unless appropriately qualified and authorised to do so.