Patient Experience Manager

5 days ago

Jakarta, Jakarta, Indonesia Monroe Consulting Group Full time 4,000,000 - 12,250,000 per year

Monroe Consulting Group is assisting a leading hospital in Jakarta in recruiting an experienced
Patient Experience Manager
to drive service excellence and oversee the end-to-end patient journey. The role requires a strong background in
premium customer experience
from industries such as hospitality, airlines, premium banking, or healthcare, with a proven ability to elevate service standards, manage stakeholders, and implement patient-centric improvement initiatives.

Key Responsibilities:

  • Design and implement patient experience strategy, SOPs, and service excellence programs.
  • Oversee the entire patient journey from registration to discharge, ensuring seamless and premium-quality service.
  • Manage and resolve escalated service issues or complaints with empathy and professionalism.
  • Conduct service audits, monitor patient satisfaction metrics, and lead continuous improvement initiatives.
  • Deliver service excellence and communication training for frontline staff and clinical teams.
  • Collaborate cross-functionally with medical, nursing, and operational teams to enhance service processes.
  • Lead patient-centric projects and drive innovation in customer experience.
  • Prepare regular PX performance reports for leadership.

Qualifications:

  • Bachelor's degree in Hospitality Management, Business, Communication, or related field.
  • Background from premium service industries
    : hospitality (hotel/resort), airlines (cabin crew/ground service leadership), premium banking, luxury retail, or hospital service excellence.
  • Minimum 5–7 years' experience in customer experience/service excellence; leadership experience preferred.
  • Strong interpersonal, communication, and conflict-resolution skills.
  • High service orientation with the ability to build rapport and influence stakeholders.
  • Ability to manage fast-paced operations and drive continuous improvement.

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