Company Description
Medifly is creating the AI-enabled infrastructure for medical tourism, enabling seamless access to a curated network of world-class medical providers across Southeast Asia. Our team is composed of doctors, engineers, and designers working together to reimagine the future of healthcare access.
Every year, millions of Indonesians travel for medical care at the most vulnerable moment of their lives. The journey today is broken, and we are building the trusted alternative. Medifly is founded by serial entrepreneur Kevin Cho, an ex-Y Combinator and Forbes 30 Under 30 operator with years of experience building and scaling digital platforms. We're founder-led, well-capitalized, and growing fast.
We're hiring our VP of Patient Operations — the founding leader of our operations function.
The role
You'll own the patient journey end-to-end:
- Triage and clinical routing: read every case, use AI, data and work with our in-house doctors to match every patient to the right hospital and the right doctor for the best outcome.
- Hospital coordination: be the operational counterpart to the international patient teams at IHH, KPJ, Sunway, Mahkota, and others. Run flawless handoffs.
- Patient experience: design a journey where every patient feels cared for, from first call to recovery. Own outcomes and NPS.
- Agent landscape intelligence: bring insider knowledge of how Indonesian agent networks operate so we out-compete them on trust.
- Build the team: hire and lead the patient ops team in Jakarta and in Malaysia in the future.
What this role is really like
We want to be honest. This is a startup. You'll wear many hats. One morning you're on the phone with a family in Medan. By lunch you're debugging a handoff in Penang. By evening you're hiring your first coordinator. There's no full SOP for you to inherit. You'll design it alongside us — write it, test it, break it, rewrite it. If you need a complete process handed to you on day one, this role will frustrate you.
Critical thinking is a must-have. You'll need to reason from first principles, make the call, and improve the system afterwards.
You're a strong fit if you have:
- 5+ years in patient operations, medical tourism, international patient services, or medical assistance — ideally with direct exposure to the Indonesia → Malaysia / Singapore corridor
- Native Bahasa Indonesia and strong professional English
- Ideally, familiarity and credibility with Malaysian hospital networks — IHH, KPJ, Sunway, Mahkota, or peers
- Insider knowledge of the Indonesian agent landscape — you've seen it from a unique vantage point and you know who's good, who's not, and why
- Triage instinct — you can understand patient needs and know the decision making process
- A builder's mindset — you've thrived in environments where the playbook is written as you go
Backgrounds we love:
- Former Country Manager or Head of Marketing — Indonesia for a hospital group
- Senior case management, medical operations, or evacuation lead at International SOS, Allianz Partners, AXA Mandiri, Cigna, etc in the Jakarta office
- COO or Head / VP of Operations at a medical tourism facilitator like Medisata, Tripmedis, and Medtrip
Bonus: Clinical background (RN, MD, paramedic). Prior startup experience.
What we offer
- Competitive base salary, benchmarked above senior management at major Malaysian hospital groups
- Founding team equity — ownership in a category-defining company
- Direct partnership with the founder; clear path to COO (Indonesia) as we scale
- Jakarta-based with regular travel to Penang and Kuala Lumpur (Optional)
