Medical tourism CRM manages the international patient as a case
International patient work is more than one appointment: an inquiry in another language, an agency, an interpreter, a quote and deposit in foreign currency, travel and transfer tasks, aftercare, and the commission owed to the agency. HekimBis ties them to one case instead of separate tables. The patient record, the clinical record and finance sit in the same system, and nothing has to be copied between two programs.
Nine steps from lead to case
The medical tourism sales cycle is longer and involves more parties than the domestic patient flow. The flow runs from the source of an inquiry to a revenue report by source.
An inquiry arrives from a web form, a phone call, messaging, an ad or an agency. The source, campaign, calling number and the patient's language and country are recorded, and a lead is never entered twice. The coordinator's time to reach the patient is measured. For a lead who cannot be reached, a call-back task is opened and followed with a time limit; the patient's preferred channel and reachable time zone appear on the task screen.
If the physician wishes, they hold a remote pre-assessment with the patient by video; see Online consultation. A quote is then prepared in the patient's currency and a deposit is taken. When the patient accepts the quote, a case is opened: travel, transfer and accommodation tasks, document and form completion and the arrival plan attach to the case.
When the patient arrives, registration, treatment and payment move forward in the same system. In the end the report shows which source and which agency turned into which revenue; lost leads are closed with a reason code. See Lead CRM for the general lead and source-tracking logic.
The lead pipeline can be customized: stages such as new, reached, under evaluation, appointment, won and lost are named according to the facility's own process. For each lead the responsible person, first response time, notes and handovers are tracked, and the reason for a lost lead is closed with a code. The manager can then read from one report which inquiries, by country, channel and agency, turned into cases, and which were lost and why.
Throughout the case, the patient's language, country, time zone and reachable channel stay on the patient card. While the coordinator works in Turkish or English, the reminders, forms and quotes that go to the patient go in the patient's own language.
Attribution report by source and intermediary
- The process is complete here.
All steps
- 01 Source: web, phone, message, advert, intermediary (with language and country) (Source)
- 02 New lead (CRM / coordinator)
- 03 Reached (first-response time measured) (CRM / coordinator)
- 04 Remote pre-assessment (CRM / coordinator)
- 05 Quote in currency + deposit (Finance)
- 06 Case opened: travel and transfer tasks (Clinic)
- 07 Visit and patient record (Clinic)
- 08 Payment (Finance)
- 09 Attribution report by source and intermediary (CRM / coordinator)
Alternative path from 03 Reached (first-response time measured); it returns to the main flow at 03 Reached (first-response time measured).
- 03a Not reached: call-back task (SLA) (CRM / coordinator)
Alternative path from 04 Remote pre-assessment; it returns to the main flow at 09 Attribution report by source and intermediary.
- 04a Lost (reason recorded) (CRM / coordinator)
09 Attribution report by source and intermediary
Agencies and commission reconciliation
In international patient work many parties work around the same case, and each needs to see something different. The rule is least privilege.
Patient coordinator
Facility staff. Depending on their task they see identity and documents, manage the quote and deposit, run travel and case tasks in full, and read the commission ledger.
Physician
Sees identity, the clinical record and documents in full through the care relationship, and reads case tasks.
Authorized agency
A verified agency sees selected documents and tasks within the case and has access to its own commission records.
Interpreter
Sees the documents and tasks they are assigned to.
Transfer and accommodation provider
Sees only the request and its status.
Finance
Manages the quote, deposit and commission ledger in full.
A case does not stay with one person. When a coordinator takes leave or a shift changes, the case is handed over; notes, tasks and documents go with it. For patients in a different time zone, a task time appears in both the coordinator's and the patient's local time, so a call or message is planned for a time that suits the patient.
Three principles govern this arrangement. The access of the agency, interpreter, and transfer and accommodation providers is separate from that of facility staff and covers only the minimum data needed. Access opens for a specific case, purpose, field and period, and every view is written to the audit trail. If opening a field to an authorized medical tourism agency is really necessary, a legal basis or explicit authorization and, where needed, patient consent are required. Finally, no case access opens until the agency's current authorization is verified.
Commission reconciliation runs in the facility's own operations ledger. The facility's contract with the agency, the commission rule and its version, earnings, the effect of cancellations and refunds, accruals, payments and reconciliation movements are kept in this ledger. If a case is canceled or a deposit refunded, the commission effect is calculated by the rule, and a statement is taken for month-end reconciliation with the agency. This record is an internal finance record tied to the facility's own contract with the agency. See Finance and payments and Roles and permissions.
Working with agencies has a measurement side too. For each agency the number of leads, conversion into cases, cancellation rate and commission paid appear in the same report. You then decide which agency to keep working with and whose contract to renegotiate by records, not by intuition.
Quotes in foreign currency, deposits and multilingual documents
A quote to a patient from abroad should be given in their currency and in a language they understand, while the facility's cash desk and reports stay consistent. In HekimBis a quote is recorded with: currency, original amount, displayed exchange rate, and the source and time of the rate. So which rate and which amount were quoted that day remains clear later.
The deposit is tied to the same quote. If there is a cancellation, the refund of the deposit is processed by the rule the facility has defined; the refund, balance and remaining amount show on the patient account screen. Partial and installment payments and package and session balances work on quotes in foreign currency too. A payment provider connection is used for online collection, and card details never enter the HekimBis layer. See Online payment.
Quotes and consent documents are presented in the patient's language. Clinical and legal texts are not published on machine translation alone: the source text version, target language, translator, the clinical or legal reviewer who approved it, the approval time and validity are recorded, and if the source text changes a new review is needed. The staff interface is in Turkish and English; the patient-side portal, forms and messaging work in Turkish, English, Arabic, Russian and German, and Arabic appears right to left. See Forms, consent and documents and Patient messaging.
For travel, transfer and accommodation, a record of the request, reference, date, passenger details, owner and status is kept; changes and cancellations are tracked on the same record. The coordinator then does not look for a patient's flight time, transfer request and hotel reference in separate correspondence.
After the quote is accepted, document and form completion begins. The privacy notice, explicit consent, procedure consent and pre-visit form are presented in the patient's language on the portal; the patient fills them in at their own time, and the coordinator follows from the case screen which document is complete. For a missing document the reminder goes to the patient on their preferred channel and at a reachable time.
Tracking the authorization certificate and accreditation
Medical tourism is an activity carried out by authorized facilities. HekimBis keeps the facility's certificate on record: certificate number, scope, issuing authority, start and end dates, status and the evidence file. The status and validity date of any accreditation or certification required for the type of facility are also tracked, and a warning goes to the coordinator and the manager before it expires.
While the certificate is valid the case flow runs uninterrupted; when it expires, opening new cases, outside agency access and publication stop together. See the Health Tourism Department(opens in a new tab) sources for the Ministry's current announcement and criteria set.
For the whole of medical tourism
This page focuses on CRM, finance and agency operations. See Medical tourism for the whole patient journey, languages, the regulatory framework and the flow of the parties.
Other pages related to the same case: Lead CRM, Patient registration software (foreign patient identity) and the specialty pages: Hair transplant, Medical aesthetics, Oral and dental health, IVF, Orthopedics and Plastic surgery.
Frequently asked questions
What is medical tourism CRM?
It is software that follows the inquiry, language, quote, deposit, travel tasks, treatment and agency commission of patients from abroad in one case. Its difference from a general CRM is that it sits in the same system as the clinical record and finance in foreign currency.
Do I need separate software for medical tourism?
Clinics often use two separate programs, one for CRM and one for the clinical record, and copying creeps in between them. HekimBis joins them on the same patient and case identity.
Can the agency see the patient's file?
Only the minimum data needed for the case opens to an agency: for a specific case, purpose, field and period, with an audit trail. Clinical record, passport and finance information are in the working area of facility staff.
Is commission calculated?
Yes. According to the contract between the facility and the agency, the commission rule, earnings, the effect of cancellations and refunds, accruals and reconciliation movements are tracked in the facility's operations ledger.
How is the authorization certificate tracked?
The certificate number, scope, issuing authority, start and end dates and status are on record, and a warning goes out before expiry. The status of any accreditation or certification required for the type of facility is tracked too.
Can a case be handed over to another coordinator?
Yes. When a coordinator takes leave or a shift changes, the case is handed over; notes, tasks and documents go with it, and the handover is recorded.
Which packages include it?
Secure case management and the five-language patient journey for an authorized facility are in every package, including Lite; Pro adds single-branch agency coordination and internal finance, and Clinic adds multiple branches and consolidated operations. See the Pricing page for current scope.
In which languages is the quote prepared?
The staff interface is in Turkish and English; the quote, forms and messaging that go to the patient are offered in Turkish, English, Arabic, Russian and German. Clinical and legal texts are published with human-approved translation.
Through which channels do leads arrive?
Through a web form, phone, messaging, ads and agencies. For each inquiry the source, campaign, calling number, language and country are recorded.
Can agency performance be measured?
Yes. Leads, conversion into cases, cancellation rate and commission amount are followed by agency in the same report.
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