[MY] Assistant Manager / Manager, Prestige Medical Concierge

About the team

Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our virtual and in-person clinical services, resolving operational issues in a timely manner, and providing the best patient care experience possible. We make sure that our customers remain our top priority.

About the role

We are seeking an Assistant Manager / Manager, Prestige Medical Concierge to lead a team to provide coordination support to patients for their medical and healthcare needs.

The role ensures that the clients gain exclusive access to a network of dedicated and renowned specialists and allied healthcare professionals in the region, by guiding patients to Doctor Anywhere’s integrated healthcare solutions and treatment options.

The ideal candidate will have a mindset of continuous improvement and change and will demonstrate curiosity, collaboration and the ability to deal with ambiguity especially in a start-up environment.

This role is based in Malaysia and reports directly to the Associate Director, Head of Medical Concierge

A summary of the key responsibilities are as follows:

• Lead the Medical Concierge Team in providing premium services to our international and domestic patients related to their medical concerns and healthcare needs.
• Manage manpower scheduling to meet customers’ demands in consideration of team members’ workload, productivity and efficiency
• Set up and review SOPs for the team to ensure workflows are optimised for achieving the team’s goals
• Review the quality of WhatsApp, calls and emails to ensure workflows are adhered and coach the team accordingly
• Facilitate and organize training and refresher sessions for all team members on new, revised health policies, and/or requisite medical knowledge to support patients
• Prepare regular and ad hoc reports accurately and in a timely manner
• Other ad hoc duties as required

About you

• Diploma or Degree with 5-7 years of experience in leading a team in Customer Service delivery, Medical Assistance Services, or Operations.
• Experience in the medical profession, nursing, healthcare insurance, or medical concierge background is preferred
• Familiarity with CS ticketing systems (e.g., Zendesk, Zoho, Salesforce) would be a plus.
• Proficiency in English, with excellent written and verbal communication skills, is required. Proficiency in Bahasa and Mandarin is an advantage.
• Demonstrated track record of providing excellent service to people at all levels in a multicultural, collaborative, and team-oriented environment.
• Ability to proactively seek solutions while maintaining a calm disposition.
• Self-motivated individual capable of thriving independently in a fast-paced and demanding environment.
• A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zones and take on new challenges.
• Comfortable with ambiguity and flexible to learn new things - we’re not done growing, and heading into uncharted territories is part of the fun!

About Doctor Anywhere

Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations.

DA’s goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organizations, and 25 regional insurers we work with. Grounded in our motto “Keep Going, Keep Growing”, our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia’s healthcare future!

Not for you? We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - https://doctoranywhere.com/job-listing/ for more information.