Customer Experience Manager

4 months ago


Jakarta, Jakarta, Indonesia Monroe Consulting Group Full time

Executive recruitment consultant Monroe Consulting Group Indonesia is partnering with a well-known Multinational Hospital Provider to find a talented individual for the role of Customer Experience Manager based in Jakarta, Indonesia.

Responsibilities:

  • Develop and execute strategies to elevate the overall patient experience within the hospital.
  • Collaborate with different departments to ensure smooth and positive patient interactions at all touchpoints.
  • Regularly assess and analyze patient feedback to pinpoint areas for enhancement.
  • Create and oversee processes for effectively addressing and resolving patient complaints and issues.
  • Provide training and guidance to hospital staff regarding customer service best practices.
  • Monitor and assess staff performance related to patient satisfaction measures.
  • Implement programs to foster a patient-centered care approach across the organization.
  • Work closely with marketing and communications teams to craft materials and messages that enrich the patient experience.
  • Stay informed about industry trends and top practices in customer experience management within healthcare environments.
  • Serve as a link between patients, their families, and hospital management to tackle concerns and ensure a positive experience for everyone involved.

Requirements:

  • Demonstrated experience in a customer service or patient experience capacity, ideally within a healthcare background.
  • In-depth knowledge of patient satisfaction metrics and methodologies.
  • Outstanding communication and interpersonal skills, able to engage effectively with patients, families, and hospital personnel.
  • Proven leadership skills and a track record of managing cross-functional teams.
  • Analytical abilities to interpret patient feedback data, detect patterns, and identify areas for enhancement.
  • Capability to design and implement strategies to enrich the overall patient experience.


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