Operational alignment to the patient's exacting demands produced new revenues and increased loyalty

Johns Hopkins Medicine International (JHI) is one of only a few centers in the United States that offer a comprehensive array of leading-edge medical treatment services for international patients of all ages. The international medical concierge service is designed as a high-end, white-glove, personalized concierge medicine delivered in 31 languages.  Privacy and discretion is required to manage the high-profile clients along with amenities and attention to details.

JHI wanted to grow their international business and gain a greater share of the Middle East patient market.   This included the United Arab Emirates, Saudi Arabia, Qatar, Kuwait, and Bahrain.

I reorganized the concierge team into affinity groups to better align with the customer and their language, culture, and needs.  I worked directly with their embassies in Washington, DC, to create better partnership relationship management.

I partnered with the Ritz Carlton and Four Seasons hotel properties to provide an integrated program for the patients and their traveling staff.  We also used the hotel partners to outfit whole wings of the hospital to replicate the luxury standards of their brands to accommodate and meet the demands of our most discrete patients.  Working with the medical staff, I led our concierge team members to assemble medical teams for the clinical management of the patient.

Finally, I worked to design and build-out a first-class lounge in the hospital environment to provide discrete visits and hospitality to our patients.

This strategy generated growth in revenues by 30% to over $300M annually.  As a consequence of superior services, we were able to extend our programs to the Chinese market growing it by 80% in one year.