International Patient Services Manager

Marketing & Business Development Department

Reports To: Marketing & Business Development Director

Location: Tbilisi

Shift/Hours of Work: Full Time


Job Summary: 

American Hospital Tbilisi (AHT) is looking for a competent International Patient Services Manager who will be responsible for coordinating and facilitating inpatient and/or outpatient care of AHT international patients and families. This position assists international patient and families by providing patient navigation from initial contact and request for care.

Main Job Duties and Responsibilities:

Coordinate new international patient onboarding, including collection of medical records, scheduling appointments, creating quote estimates and requesting insurance or government sponsored authorization verification; 

Work with the hospital admissions and multi-disciplinary team to facilitate all pre-admission processes, discharging patients, scheduling follow-up visits or additional outpatient clinic appointments;

Communicate with foreign Embassies and other payers when appropriate/necessary to process request for care and/or provide medical updates; the IPSM will engage in critical problem solving in support of international patient care and must demonstrate the ability to promote a high-level of customer service excellence;

Identify and lead strategic initiatives to grow the international program; in collaboration with senior leadership, develop relationships with key stakeholders abroad, regionally, locally, and internally, to identify opportunities for partnership and collaboration; outline strategic direction, goals and tactics for program growth and business development; function as primary liaison for coordination of international collaborations across institutions;

Establish and implement all administrative and operational guidelines, procedures, and work responsibilities for the IPS staff in compliance with AHT policies; ensure proper coverage for all aspects of the program and responsibilities necessary for optimal service levels;

Plan, assign, direct, and monitor the work of subordinate staff; analyze and distribute projects, assignments, and workloads; evaluate employee performance; respond to employee grievances and complaints; ensure that staff activities comply with organizational expectations;

Ensure excellent customer service while interacting with and serving a culturally diverse international patient population;

Work cooperatively to resolve patient care and service issues; possess integrity and accountability in actions based on values consistent with the expectations of the hospital’s culture;

Develop and execute hospitality products including transportation arrangements, accommodations, translation services, visa assistance, general orientation, and personalized services;

Work as a liaison between referral sources, patients and families, hospitals, and physicians who contact the IPS unit for assistance with healthcare needs.


Education and experience

Bachelor’s degree 

Minimum 3 years of working experience in relevant field

At least 2 years of supervisory/leadership experience

 Demonstrated Skills and Abilities

Effective, appropriate, and diplomatic verbal, written communication, and presentation skills

Superior customer service interactions are a necessity

Demonstrated ability to work cross-culturally with people from diverse backgrounds

Demonstrated ability and skills in conflict management

Promote a high level of customer service excellence 

Analytical skills

Fluency in Georgian Language

Excellent command of English

Project management skills

Change management skills

Ability to optimize the operational processes to achieve objectives

Time management skills

Ability to develop, appraise and motivate subordinates

Team building and management skills

Crisis management skills

Risk management skills

If you have any queries regarding this vacancy, please send an email at [email protected].

We would like to thank all candidates in advance for their interest and only those candidates selected for interview will be contacted.