Care Coordinator (International Patient Liaison)

The Care Coordinator plays a central role in delivering an exceptional, patient-centred experience for Tucker Medical's international patients and their families. As the primary point of contact, you will guide patients seamlessly through every stage of their care journey, combining empathy, clarity, and efficiency to ensure a reassuring and high-quality experience.

This role is ideal for an adaptable, service-driven professional who thrives in a dynamic healthcare environment. You will work closely with physicians, allied health professionals, and external partners to ensure continuity of care, while contributing to the clinic's growth and reputation across targeted international markets.

Job Responsibilities

• Serve as a primary point of contact for international patients, families, and caregivers, providing personalised and compassionate support throughout the treatment journey.

• Deliver a consistently positive, high-level concierge patient experience by anticipating needs, responding promptly, and adapting to changing clinical and non-clinical requirements.

• Facilitate clear and timely communication among patients, families, physicians, allied health professionals, and external providers to ensure understanding of treatment plans and expectations.

• Coordinate appointments, investigations, procedures, and follow-up care while ensuring services are culturally appropriate and patient-centred.

• Uphold the highest standards of discretion, professionalism, and confidentiality in handling all patient information and interactions.

• Support patients and families with travel arrangements, visa applications, accommodation, and scheduling to ensure a smooth and stress-free experience.

• Provide interpretation and translation services where required to ensure patients and families fully understand diagnoses, procedures, and treatment options.

• Monitor patient satisfaction, proactively address concerns, and contribute ideas to improve workflows, processes, and overall service quality.

• Maintain accurate, timely, and confidential records of patient interactions, care coordination activities, and medical documentation.

• Demonstrate flexibility by supporting evolving responsibilities and clinic initiatives in a growing and fast-paced healthcare setting.

Requirements, Skills and Abilities

• Education: Bachelor's Degree in healthcare administration, allied health, or a related field. Allied health education, clinical training, or hands-on healthcare experience is a strong advantage and highly valued.

• Experience: Minimum of 2 years experience in care coordination, customer service, patient liaison, or other customer-facing roles, preferably within a private healthcare setting.

• Language Skills: Bilingual proficiency in English and Bahasa Indonesia is required to provide medical interpretation and patient liaison services.

• Interpersonal Excellence: Excellent interpersonal and communication skills, with the ability to build trust and rapport with individuals from diverse cultural backgrounds.

• Patient Experience Focus: Strong commitment to delivering an exceptional patient experience with empathy, professionalism, and cultural sensitivity.

• Technical Skills: Proficient in Microsoft Office experience with patient management systems (especially Plato software) is a plus.

• Work Style: Ability to work independently, manage multiple tasks simultaneously, and prioritise effectively in a fast-paced environment.

• Personal Attributes: Proactive, patient-oriented, and progressive mindset.

• Additional Knowledge: Familiarity with medical terminology and healthcare systems is an advantage.