Manager, Medical Tourism & Concierge Services at African Medical Centre of Excellence (AMCE)

The African Medical Centre of Excellence (AMCE) Abuja is a 500-bed specialty hospital offering world-class comprehensive diagnostics and treatment in oncology, cardiovascular, and haematological care, and general medical and surgical services, along with top notch research and education. The AMCE will provide exceptional care to people on the African continent, regardless of their financial means. Developed by the African Export-Import Bank (Afreximbank) in clinical partnership with King’s College Hospital NHS Foundation Trust., AMCE Abuja is the first of five centres planned for development in Africa.

We are recruiting to fill the position below:

Job Title: Manager, Medical Tourism & Concierge Services

Location: Nigeria
Job type: Full time

Job Purpose

• The Manager, Medical Tourism & Concierge Services will be responsible for providing exceptional patient experience for our international clientele.
• This role holder will orchestrate the entire patient journey – from the initial inquiry through to post-treatment follow-up.
• By overseeing all logistical, administrative, and care coordination elements, the Manager ensures a seamless, compassionate, and stress-free experience for patients traveling to our hospital for care.

Key Accountabilities/Responsibilities
End-to-End Patient Journey Coordination:

• Serve as the single point of contact for international patients and their families, guiding them through every stage of their medical journey.
• Coordinate all pre-arrival logistics, including appointment scheduling with relevant specialists, collection of medical records, and preliminary consultations with clinical teams.
• Manage all travel and accommodation arrangements, including visa invitation letters, flight bookings, airport transfers, and hotel/ residence bookings.
• Develop and maintain a comprehensive welcome kit and itinerary for each patient, ensuring they have all necessary information before arrival.

Internal Care & Operational Coordination:

• Act as the central liaison between the patient and internal hospital departments (clinical teams, billing, admissions, pharmacy, and diagnostic imaging) to ensure flawless execution of the care plan.
• Facilitate clear communication between the patient and clinical staff, ensuring patient needs and preferences are effectively conveyed.
• Proactively identify and resolve any operational issues or delays that may impact the patient’s experience or treatment schedule.
• Oversee the patient’s departure and post-discharge support, including scheduling follow-up appointments, coordinating medication and discharge summaries, and arranging teleconsultations.

Business Development & Partner Support:

• Collaborate with the Business Development team to support international referral partners by ensuring their referred patients receive a “white-glove” experience.
• Identify opportunities to enhance the patient experience and develop new concierge services or packages that add value and differentiate the hospital.
• Gather feedback from patients and partners to continuously improve service quality and patient satisfaction scores.
• Maintain a deep understanding of AMCE’s clinical offerings to effectively match patient needs with the right medical expertise.

Market Intelligence & Reporting:

• Maintain accurate and detailed records of all patient interactions, logistics, and feedback in the hospital’s CRM.
• Track key performance indicators (KPIs) related to patient experience, including response times, satisfaction ratings, and issue resolution.
• Monitor the competitive landscape of medical tourism to identify trends and best practices.
• Prepare regular reports for the Director of Business Development on patient journey metrics and operational challenges.

Qualifications & Experience

• Bachelor’s Degree in Hospitality Management, Business Administration, Nursing, International Relations, or a related field.
• Minimum of 6 years’ experience in a high-touch client-facing role, ideally within medical tourism, luxury travel/ hospitality, or international patient departments of a hospital.
• Proven track record of managing complex logistics and delivering exceptional customer service to discerning clients
• Non-negotiable: A demonstrated ability to handle sensitive information with discretion and to navigate cross-cultural communication with empathy and professionalism.

Skills & Competencies:

• Exceptional Communication & Interpersonal Skills: Ability to build rapport and trust with patients and families under sometimes stressful circumstances. Must be an empathetic and active listener.
• Multilingual Proficiency: Fluency in English and French is mandatory. Proficiency in additional languages (e.g., Arabic, Spanish) is a significant advantage.
• Superior Organizational & Planning Skills: A master multi-tasker with an obsessive attention to detail, capable of managing multiple patient journeys simultaneously without error.
• Problem-Solving Mindset: Ability to remain calm under pressure and think creatively to resolve unexpected challenges (e.g., flight delays, scheduling conflicts) swiftly and effectively.
• Tech-Savvy: High proficiency in CRM software, Microsoft Office Suite, and virtual communication platforms. Experience with hospital management software is a plus.
• High Integrity & Professionalism: Must embody the highest ethical standards, maintain strict patient confidentiality (HIPAA/GDPR awareness), and represent the hospital with poise and elegance.

Application Closing Date
Not Specified.

Method of Application
Interested and qualification candidates should send their CV to: careers@amce.net using the Job Title as the subject of the email.

Note: The African Medical Centre of Excellence (AMCE) aims to be an Employer of Choice, providing equal opportunity for everyone regardless of their background, gender, race and other protected characteristics.