Patient Experience Department Head

2 days ago


Jakarta, Jakarta, Indonesia BMHS (Bundamedik Healthcare System) Full time

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Direct message the job poster from BMHS (Bundamedik Healthcare System)

Corporate Talent Acquisition @ BMHS | Certified HR Professional

Job Description:

  • Develop and implement comprehensive patient experience strategies aligned with organizational goals.
  • Identify areas for improvement in patient satisfaction and develop action plans to address them.
  • Oversee the collection, analysis, and reporting of patient feedback through surveys, interviews, and other methods.
  • Identify trends in patient feedback and communicate findings to relevant stakeholders.
  • Develop and implement action plans to address identified issues and improve patient satisfaction.
  • Investigate and resolve patient complaints in a timely and effective manner.
  • Identify systemic issues contributing to complaints and implement corrective actions.
  • Develop and implement patient education materials to improve understanding of healthcare services and treatment options.
  • Promote patient empowerment and self-management strategies.
  • Track key performance indicators (KPIs) related to patient experience, such as patient satisfaction scores and complaint resolution rates.
  • Prepare regular reports on patient experience metrics and share insights with leadership.
  • Analyze data to identify opportunities for improvement and measure the impact of patient experience initiatives.

Requirements:

  • Bachelor's Degree in Healthcare Management, Hospitality, or related disciplines.
  • At least 5 years of experience in the hospitality or healthcare industry, with a focus on customer experience management, patient engagement, or related roles.
  • Experience leading or managing teams focused on improving service delivery and patient satisfaction is highly desirable.
  • Strong background in customer experience management, with expertise in patient engagement, complaint handling, and service recovery.
  • In-depth knowledge of training and development, customer satisfaction metrics, and tools to optimize operational excellence.
  • Excellent communication, interpersonal, and problem-solving skills.
  • A growth-oriented mindset with the ability to adapt to a fast-paced, dynamic healthcare environment.
  • A positive attitude and a passion for improving the healthcare experience for both patients and staff.
Seniority level
  • Mid-Senior level
Employment type
  • Part-time
Job function
  • Customer Service
Industries
  • Hospitals and Health Care, Hospitality, and Hospitals
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