Naples Comprehensive Health (NCH)
Naples Comprehensive Health (NCH)
ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH – for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
The Manager, Diplomat Relations will play a central role in executing NCH’s strategic vision to deliver world-class concierge healthcare experiences for all VIP, donor, and international patients. Supports the development of the operational foundation for VIP and international services under the leadership of Director, Diplomat and Navigation Services. This position is responsible for the day-to-day operations and coordination of the patient experience associated priority service lines (e.g. Cardiology, Orthopedics, and Oncology), high-net-worth and international clientele, and ensures seamless, culturally competent, and hospitality-integrated care delivery.
The ideal candidate is a detail-oriented professional with experience in luxury service delivery, international client relations, and/or concierge healthcare navigation. This role requires proactive coordination, high-touch communication, and the ability to liaise across clinical, administrative, hospitality, and international partner teams. Access to PHI is required to support clinical communication, care planning, and continuity of care.
ESSENTIAL DUTIES AND RESPONSIBILITIES
– Other duties may be assigned.
Patient Coordination & Experience Oversight
· Serve as primary point of contact for destination patients throughout their care journey
· Manage intake, appointment scheduling, transitions of care documentation, and post-care follow-up in collaboration with physician teams, nurse navigators, and clinical coordinators
· Ensure every patient experience is culturally sensitive, discreet, and aligned with NCH’s white-glove service standards
· Review medical records and patient charts to assess care needs
· Communicate with healthcare providers regarding patient status, discharge
planning, and follow up
· Collaborate with patients and the care team or providers to accommodate any special needs the patient may have
Operational Leadership & Workflow Optimization
· Manage development and execution of standard operating procedures and workflows
· Ensure compliance with HIPAA, cross-border data standards, visa/travel regulations, and financial protocols
· Ensure the highest level of satisfaction with priority service lines to optimize clinical reputation and experience
Hospitality & Travel Integration
· Coordinate accommodations, luxury transportation, and meal services in partnership with travel coordinators and local providers
· Maintain relationships with preferred hotel partners, transport providers, and lifestyle service vendors
· Assist in developing hospitality packages and tiered offerings for various patient groups
Partner & Stakeholder Engagement
· Serve as liaison to embassies, international insurers, luxury concierge networks, and referring partners
· Serve as a liaison with clinical partners across NCH to optimize the overall patient experience, serving diplomats, VIPs, and friends of NCH
· Collaborate with internal and external stakeholders to resolve logistical challenges quickly and discreetly
· Represent NCH in select virtual or in-person meetings with high-value stakeholders or international liaisons
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Bachelor's degree in Healthcare Administration, Hospitality Management, International Relations, or related field. Master’s preferred.
· Minimum 5 years of experience in patient services, luxury concierge healthcare, international client relations, or medical tourism
· Experience working in or with hospital systems, embassies, or luxury service industries strongly preferred
· Impeccable customer service and communication skills, with a high level of professionalism
· Strong cultural competency and sensitivity to global client expectations
· Ability to handle confidential information and high-stakes situations with discretion
· Operationally savvy and process-driven with excellent organizational skills
· Multilingual fluency a plus
· Tech proficiency in EMR and CRN systems (EPIC a plus), and scheduling platforms
· Intermediate computer knowledge uses Microsoft Word, Excel, Outlook, and Windows.