job description
Join Manila Doctors Hospital in our mission to redefine healthcare excellence in Bali, Indonesia as a Patient Experience Officer. This is a unique opportunity to shape the patient journey in one of the most dynamic and patient-centered medical environments in Southeast Asia.
As a Patient Experience Officer, you will be the cornerstone of our commitment to compassionate, high-quality care. Your role will involve designing, implementing, and monitoring initiatives that enhance patient satisfaction, streamline service delivery, and foster a culture of empathy and efficiency. Based in the vibrant and culturally rich setting of Canggu, Bali, you will collaborate with a multidisciplinary team to ensure every patient interaction reflects our values of dignity, respect, and excellence.
Whether you are engaging with patients, analyzing feedback, or training staff, your work will directly contribute to improving lives and setting new standards in healthcare. If you are passionate about making a tangible difference and thrive in a fast-paced, rewarding environment, we invite you to apply and be part of our transformative journey.
Responsibility
- Develop and implement patient experience strategies to improve satisfaction scores and service quality across all touchpoints.
- Monitor and analyze patient feedback, complaints, and suggestions to identify trends and areas for improvement.
- Collaborate with clinical and administrative teams to streamline processes and enhance the efficiency of patient care delivery.
- Design and conduct training programs for staff on patient-centered care, communication skills, and service excellence.
- Oversee the patient journey from admission to discharge, ensuring a seamless, compassionate, and personalized experience.
- Create and distribute reports on patient experience metrics to senior management and stakeholders.
- Lead initiatives to recognize and reward staff who exemplify outstanding patient care and service.
- Stay updated on best practices in patient experience and healthcare service innovation to drive continuous improvement.
Qualifications
- Bachelor’s degree in Healthcare Administration, Nursing, Business, Psychology, or a related field. Master’s degree is a plus.
- Minimum of 3 years of experience in healthcare, customer service, or patient experience roles, preferably in a hospital or clinical setting.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Excellent communication and interpersonal skills, with a proven ability to build rapport with patients, families, and staff.
- Demonstrated leadership and project management abilities, with a track record of driving process improvements.
- Proficiency in patient experience software, CRM systems, and Microsoft Office Suite.
- Fluency in English; knowledge of Indonesian (Bahasa) is an advantage.
- Passion for healthcare and a deep commitment to patient-centered care and service excellence.