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Department Head Patient Relation

Mayapada Hospital GroupJakarta
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Jenis pekerjaan
Penuh waktu
Diposting
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Jobstreet Indonesia (SEEK API + GraphQL)
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Deskripsi pekerjaan

Deskripsi Pekerjaan Requirement :
  • Minimal S1 Manajemen Rumah Sakit, Administrasi Rumah Sakit, Manajemen, Ilmu Komunikasi, Kesehatan Masyarakat, atau bidang terkait.
  • Minimal 5 tahun pengalaman di bidang Patient Relation, Customer Experience, Customer Service, atau pelayanan rumah sakit, dengan minimal 2 tahun pengalaman sebagai Supervisor, Manager, atau posisi kepemimpinan.
  • Memiliki kemampuan memimpin, membina, mengevaluasi, dan mengembangkan tim untuk mencapai target serta standar pelayanan rumah sakit.
  • Memahami strategi peningkatan kepuasan pasien, penanganan keluhan dan eskalasi, service recovery, serta penyusunan standar pelayanan yang berorientasi pada pasien.
  • Mampu menganalisis data kepuasan pasien, tren keluhan, dan indikator kinerja pelayanan; menyusun laporan untuk manajemen; serta berkoordinasi lintas departemen secara efektif.
JOB DESCRIPTIONPatient Experience & Service Excellence
  • Lead the Patient Relations function to ensure a positive and consistent patient experience across all touchpoints.
  • Develop and implement patient experience strategies, service standards, and improvement initiatives.
  • Monitor patient satisfaction and identify opportunities to improve the quality of patient services.
Complaint & Service Recovery Management
  • Lead the handling and resolution of patient complaints, concerns, and escalations in a timely and professional manner.
  • Establish effective complaint management and service recovery processes.
  • Analyze complaint trends and provide recommendations to prevent recurring issues.
  • Coordinate with relevant departments to investigate and resolve complex patient concerns.
Department Leadership & Cross-Functional Coordination
  • Lead, coach, and develop the Patient Relations team to achieve departmental objectives and service standards.
  • Collaborate with Medical, Nursing, Operations, Customer Service, Quality & Patient Safety, and other departments to address patient experience issues.
  • Serve as a key liaison between patients, families, healthcare professionals, and hospital management.
Reporting & Continuous Improvement
  • Monitor and analyze patient experience metrics, complaint data, service recovery performance, and customer feedback.
  • Prepare regular reports and insights for hospital management.
Lamar ↗

Referensi: 290213 · Berlaku sampai 20 November 2026

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