job description
Join KK Women's and Children's Hospital as a Senior Executive in the Office of Patient Experience (OPE) and play a pivotal role in shaping exceptional healthcare journeys for patients and families. Based in the vibrant heart of Bali, this position offers a unique opportunity to collaborate with clinicians, administrators, and cross-functional teams to elevate patient satisfaction, streamline feedback processes, and drive continuous improvement in service delivery.
As part of the Patient Relations and Feedback team, you will be at the forefront of fostering a patient-centric culture, ensuring every interaction reflects compassion, efficiency, and excellence. Your strategic insights and operational expertise will directly impact the hospitalās reputation and patient trust, making this role both challenging and deeply rewarding.
Ideal for professionals passionate about healthcare administration, customer experience, and service innovation, this position combines leadership with hands-on engagement in a dynamic, multicultural environment.
Responsibility
- Lead and manage the Patient Relations and Feedback team, ensuring timely and empathetic resolution of patient concerns.
- Develop and implement patient experience strategies aligned with hospital goals and best practices in healthcare.
- Collaborate with clinicians, nurses, and administrative staff to identify and address service gaps.
- Design and oversee feedback collection systems, including surveys, interviews, and digital platforms, to gather actionable insights.
- Analyze patient feedback data to identify trends and recommend process improvements to enhance satisfaction.
- Train and mentor staff on patient-centered communication and conflict resolution techniques.
- Represent the hospital in patient experience forums and stakeholder meetings, advocating for patient needs.
- Monitor and report on key performance indicators (KPIs) related to patient experience, such as Net Promoter Score (NPS) and complaint resolution times.
Qualifications
- Bachelorās degree in Healthcare Administration, Business, Psychology, or a related field; Masterās degree is a plus.
- Minimum 5 years of experience in patient relations, customer service, or healthcare management, with at least 2 years in a leadership role.
- Proven track record in improving patient satisfaction metrics and implementing service excellence initiatives.
- Strong analytical and problem-solving skills, with the ability to interpret data and translate insights into action.
- Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
- Familiarity with healthcare regulations, patient rights, and ethical standards in Indonesia or international settings.
- Proficiency in Microsoft Office, CRM systems, and data analysis tools (e.g., Excel, Tableau).
- Fluency in English; knowledge of Bahasa Indonesia is advantageous.