Patient Experience Department Head
On-siteSurabaya, East Java, Indonesia
Job Summary
Develop and direct patient experience strategies and operations to deliver consistent, sustainable service across all clinical areas, ensuring feedback issues are followed up and recovery outcomes are communicated. Oversee comprehensive feedback collection and analysis, including direct patient and VVIP engagement, to generate strategic insights and drive continuous improvement initiatives. Provide guidance to patients and lead team development to foster a culture of empathy, proactiveness, and innovation, while improving hospital NPS performance. Manage personalized services for priority patients to reinforce service excellence standards. Requires a Bachelor's degree in hospitality or related fields, minimum 5 years of experience in patient relations or healthcare customer service, and proven skills in service recovery and team leadership.
Required Qualifications
- Bachelor's degree in hospitality, tourism, or customer service - related fields
- Minimum 5 years of experience in a similar role (patient relations, customer service in healthcare, or hospitality)
- A compassionate listener with the ability to stay calm, empathetic, and solution-oriented
- Proven experience in service recovery and customer conflict resolution
- Demonstrated experience in leading and managing teams
- Proficient in Microsoft Excel, Word, and PowerPoint
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