Relationship Manager-Hospital BackgroundRole SummaryThe Relationship Manager is responsible for managing the patient relationship function, ensuring a positive patient experience, supporting counselling and treatment conversion, leading front-office operations, developing the relationship management team, and contributing to the centre's business and revenue objectives.

Key Responsibilities1. Customer Experience & Satisfaction

• Manage the overall patient experience from initial enquiry through treatment and follow-up.
• Build strong and professional relationships with patients and attendants.
• Monitor patient feedback and concerns and ensure timely resolution.
• Identify recurring service issues and coordinate with relevant teams for improvement.
• Ensure service standards are consistently maintained across the patient-facing function.

2. Counselling & Conversion

• Manage and monitor counselling activities for prospective and existing patients.
• Ensure patients receive clear, accurate, and approved information about the centre's services and treatment process.
• Monitor enquiries, consultations, counselling outcomes, and treatment conversions.
• Develop effective follow-up practices to improve patient engagement and conversion.
• Address non-clinical concerns or barriers affecting treatment decisions and escalate clinical matters to the appropriate medical professional.

3. Treatment Conversion Management

• Maintain visibility of the patient conversion pipeline and monitor cases at different stages of the treatment journey.
• Review pending and inactive cases and ensure appropriate follow-up is completed.
• Analyse conversion performance and identify gaps or trends affecting treatment initiation.
• Coordinate with clinical and operational teams to resolve non-clinical issues affecting treatment progression.
• Prepare conversion-related reports and provide relevant insights to management.

4. Front Office Leadership

• Oversee the day-to-day operations of the front-office and relationship management function.
• Ensure efficient appointment handling, patient flow, registration, documentation, and coordination.
• Allocate responsibilities and monitor staff performance.
• Ensure adherence to approved SOPs, service standards, and escalation procedures.
• Handle escalated patient concerns and coordinate appropriate resolution.

5. Team Training & Development

• Identify training needs within the front-office and relationship management team.
• Provide coaching and guidance on communication, patient handling, counselling, follow-up, and service standards.
• Monitor individual and team performance against assigned KPIs.
• Provide regular feedback and support performance improvement.
• Support onboarding and role-specific development of new team members.

6. Business Growth & Revenue Support

• Support the centre's business objectives through effective patient relationship management and conversion activities.
• Monitor relevant business indicators, including enquiries, consultations, conversions, and patient retention.
• Identify opportunities to improve patient engagement and service-related conversion.
• Support achievement of assigned business, conversion, or revenue targets, where applicable.
• Provide management with relevant observations and recommendations based on patient and conversion trends.

Reporting & Compliance

• Maintain accurate and timely reports on patient experience, counselling, conversion, team performance, and business activities.
• Ensure patient records and related documentation are maintained appropriately.
• Maintain strict confidentiality of patient, medical, financial, and personal information.
• Follow clinic policies, SOPs, ethical standards, and authorized communication protocols.
• Ensure medical questions and treatment-related decisions are referred to qualified clinical personnel.

Requirements

• Bachelor's degree in any discipline. Healthcare/Hospital Management, Business Administration, or a related field is preferred.
• 3–5 years of relevant experience, preferably in healthcare, hospital, IVF/fertility, customer relationship management, or a similar service environment.
• Experience in patient counselling, customer relationship management, front-office operations, sales, or conversion management preferred.
• Strong communication, interpersonal, counselling, and negotiation skills.
• Proven ability to lead and develop a team.
• Ability to work with targets and performance metrics.
• Strong follow-up, problem-solving, and decision-making skills.
• Good reporting and documentation skills with proficiency in MS Office/Google Workspace.
• Ability to handle sensitive patient interactions with empathy, professionalism, and confidentiality.

Key Competencies

• Customer & Patient Relationship Management
• Counselling & Conversion
• Front Office Leadership
• Team Leadership & Development
• Communication & Interpersonal Skills
• Target & Performance Management
• Business & Revenue Orientation
• Problem Solving
• Patient-Centric Service
• Confidentiality & Professional Ethics