Patient Experience Manager
5 days ago
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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