Entrepreneurship in the territories: is it the right time?
The Purpose of Your Role
We’re hiring a Patient Support Manager with a medical background to design and lead the end-to-end patient journey for our O2O healthcare services. You’ll own how users are nurtured from first inquiry to conversion, and drive referrals and cross-sell responsibly- grounded in medical accuracy, empathy, and compliance.
Your Key Responsibilities
- Own the patient nurturing path from inquiry → booking → show-up → payment, plus post-care follow-ups for referrals and cross-sell.
- Playbooks & Guardrails: Create SOPs, workflows, scripts, and clear do’s & don’ts for messaging and call interactions; maintain living documentation.
- Clinical & Compliance Quality: Ensure communications are medically sound and PDPA-compliant; define escalation rules and red-flag criteria.
- Team Leadership: Build, coach, and QA a hybrid team (CX agents, medical advisors); set training standards and routines.
- Cross-Function Execution: Partner with Marketing/Product for segmentation, nudges, and reactivation; align with BD/Partnerships on SLAs and service readiness.
- Metrics & Improvement: Track conversion, CSAT(Customer Satisfaction Score), referral rate, reactivation rate, refund %, AHT (Average Handling Time), and compliance adherence; run experiments to improve outcomes.
