Senior Manager, Patient Correspondence - Bumrungrad International Hospital

Job Purpose:

The Sr Manager of Patient Correspondence oversees the operational management of the Patient Correspondence (PC) team and its daily functions. The role ensures exceptional patient (existing and new) experience through accurate and timely communication responses, adherence to established process flow, and compassionate communication across the email and chat channels. In addition, the Sr Manager will be the primary contact person overseeing and managing a contracted vendor of outsourced PC agents and ensures all personnel meet the established performance management guidelines and standards. There is an approximate ratio of 65:35 (Individual: International Referral Office) work allocated to the PC department. (Individual is defined as direct contact with the customer/patient while International Referral Office (or RO) is a third-party entity representing the customer/patient).

1. Manage daily operations and activities of the PC team.

2. Ensure high performance metric standards of timely and accurate responses for patient inquiries, appointments, and service requests.

3. Monitor KPIs such as response time, first-contact resolution, and patient satisfaction.

1. Establish protocols for empathetic and professional communication feedback to new or existing patients.

2. Analyze customer feedback (CFB) and implement improvements to enhance patient engagement.

3. Collaborate and communicate CFB investigation and resolution with internal colleagues.

1. Oversee the operations of customer relationship management (CRM) system (Salesforce) and digital patient communication tools (email correspondence, chats)

2. Leverage data to optimize workflows for process improvement.

3. Collaborate to lean on AI solutions for efficiency in work process.

1. Lead and mentor three (3) Quality Control FTEs and in-house contracted PC agents.

2. Foster a positive culture of accountability, collaboration, and patient-centric experience.

3. Manage recruitment, training, and performance evaluations.

1. Prepare and present reports on operational performance, identify opportunities, improvement plans, and cost savings.

2. Ensure adherence to healthcare regulations, privacy laws, and organizational policies.

1. Bachelor’s degree in Business Administration, Healthcare Management, or related field.

2. Minimum of 8 years of professional workforce setting.

3. Minimum of 5 years in contact center or patient/customer service management.

4. Minimum of 5 years in a leadership role.

1. Excellent command of oral and written English and Thai languages.

2. MS Office Suite (Word, Excel, PPT, Notes, Teams)

3. Excellent interpersonal communication within cross-matrix environment with multiple stakeholders.

4. Excellent project management, timeline road mapping, and HR management.

5. Excellent people leadership and team management.

6. Proficiency in CRM technology, systems, and processes.

7. Proven critical thinking, analytical process, problem solving, and risk aversion management.

8. Ability to handle multiple competing priorities with a focus on outcomes and process improvement.

1. Experience in a hospital, healthcare, or high-end hospitality setting.

2. Strong understanding of healthcare compliance and patient/customer privacy standards.

3. Working technical knowledge in Salesforce, instant messaging platform (Message Bird), Salesforce Chat.

4. AI-enablement processes for patient/customer journey.

Bumrungrad Hospital was founded in 1980 and is Southeast Asia’s largest private hospital. Bumrungrad treats over 850,000 patients per year of which 270,000 patients are from outside Thailand. Bumrungrad is the only hospital in Asia to be certified by the US-based Joint Commission on International Accreditation (JCIA). Bumrungrad has been listed on the Stock of Exchange of Thailand since 1989. BH International (BHI) was established in 2002 to provide international standard healthcare consulting and management services throughout Asia.