Relationship Manager – Hospital Patient Experience

About the role

The Relationship Manager leads the patient relationship function within a hospital setting, ensuring a seamless and positive experience from first enquiry through treatment and follow‑up. The role combines front‑office leadership, counselling, conversion management and team development to support business and revenue goals.

Key responsibilities

• Manage the overall patient journey, build strong relationships, monitor feedback and resolve issues promptly.
• Oversee counselling activities, ensure accurate information delivery, track conversion metrics and address non‑clinical barriers.
• Maintain visibility of the treatment conversion pipeline, analyse performance, and coordinate with clinical teams to resolve issues.
• Lead front‑office operations, allocate tasks, monitor staff performance and enforce SOPs.
• Identify training needs, coach staff, monitor KPIs and support onboarding of new team members.
• Support business growth by tracking enquiries, consultations, conversions and providing insights to management.

Required profile

• Bachelor's degree; healthcare, hospital management or business administration preferred.
• 3–5 years of experience in healthcare, hospital, IVF/fertility or customer relationship management.
• Proven ability to lead teams, work with targets and handle sensitive patient interactions with empathy.
• Strong communication, negotiation and problem‑solving skills.

Required skills

• Proficiency in MS Office
• Proficiency in Google Workspace