MANAGER, BUSINESS DEVELOPMENT HEALTH TOURISM - NORTHERN & EAST COAST

GENERAL DESCRIPTION :

The Manager, Health Tourism, is responsible for leading and driving the regional health tourism strategy across designated hospitals within the region. The role focuses on growing international patient volume, strengthening strategic partnerships, enhancing patient experience, and expanding KPJ Healthcare’s presence in key international markets.

The position serves as the key regional focal point for health tourism business development, market expansion, operational coordination, and stakeholder engagement to support KPJ Healthcare’s aspiration as a leading healthcare provider for international patients.

This role will work closely with hospital leadership teams, clinicians, International Patient Centre (IPC), marketing teams, and external stakeholders to ensure seamless end-to-end service delivery for international patients.

The role is established in line with KPJ Healthcare’s Health Tourism strategic initiative and international patient growth agenda.

JOB DESCRIPTION :1. Health Tourism Strategy & Business Development

• Lead and execute the regional health tourism business development strategy aligned with KPJ Healthcare’s growth targets.

• Identify and develop new international markets and business opportunities to increase international patient referrals.

• Strengthen existing markets while expanding into new markets including Indonesia, Myanmar, Cambodia, Vietnam, China, and other ASEAN countries.

• Develop strategic collaborations with medical agents, corporate partners, embassies, insurance providers, and tourism agencies.

• Support hospitals within the Northern Region in achieving international patient revenue and growth targets.

2. Regional Market Expansion & Partnership Management

• Build and maintain strong relationships with key stakeholders, referral partners, and international business networks.

• Organise and participate in health tourism roadshows, exhibitions, business missions, and networking engagements locally and internationally.

• Monitor market trends, competitor activities, and emerging opportunities in the health tourism industry.

• Position KPJ hospitals within the Northern Region as preferred healthcare destinations for international patients.

3. International Patient Experience Management

• Ensure seamless coordination of international patient services from pre-arrival to post-discharge follow-up.

• Collaborate with IPC teams, clinical departments, and hospital operations to deliver excellent patient experience and service standards.

• Monitor patient feedback and recommend service improvement initiatives to enhance patient satisfaction.

• Ensure compliance with KPJ Healthcare’s service quality standards and international patient handling protocols.

4. Operational Coordination & Regional Support

• Provide guidance and operational support to Health Tourism teams across the Northern Region hospitals.

• Coordinate health tourism initiatives and align execution across KPJ Penang, ISH, KPJ Perdana, KPJ Pahang, and other designated hospitals within the region.

• Support hospitals in identifying operational gaps, manpower needs, and process improvements related to health tourism services.

• Prepare and present periodic business performance reports, market insights, and strategic recommendations to Management.

5. Financial & Performance Management

• Drive achievement of international patient revenue and growth targets.

• Monitor regional health tourism performance indicators, patient volume trends, and conversion rates.

• Analyse business performance data and recommend improvement initiatives for sustainable growth.

• Ensure cost optimisation and effective utilisation of resources for health tourism activities.

6. Governance & Compliance

• Ensure compliance with relevant healthcare regulations, company policies, and international patient management guidelines.

• Maintain proper documentation, reporting, and governance practices related to health tourism operations.

• Support audit, accreditation, and compliance requirements related to health tourism services.

JOB REQUIREMENT :Education:

• Bachelor’s degree in business administration, Healthcare Management, Marketing, International Business, Hospitality, or related field.

• Master’s Degree is an added advantage.

Knowledge and Experiences:

• Minimum 6–8 years of working experience in healthcare, health tourism, business development, hospitality, or related industries.

• Experience in international patient management, regional business development, or healthcare marketing is preferred.

• Exposure in managing international stakeholders and cross-border partnerships is an added advantage.

• Strong understanding of healthcare operations and patient journey management.

Skills & Competencies:

• Strong business development and stakeholder management skills.

• Excellent communication, presentation, and negotiation abilities.

• Strong analytical and strategic thinking capability.

• Good project coordination and operational management skills.

• Ability to work across multiple hospitals and stakeholders within the region.

• Strong interpersonal and relationship-building skills.

• Proficient in Microsoft Office applications and presentation tools.

Special skills required

• Ability to travel frequently within Malaysia and overseas.

• Multilingual capability is an added advantage, particularly Bahasa Indonesia, Mandarin, or other ASEAN languages.

Personal attributes

• Customer-focused and service-oriented.

• Proactive and result-driven.

• Strong leadership and collaboration skills.

• Adaptable and able to work in a fast-paced environment.

• High integrity and professionalism.