Mayapadahospital·9 days ago
9 days ago
Department Head Patient Relation
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What you'll do
- 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.
- 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.
- 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.
- Monitor and analyze patient experience metrics, complaint data, service recovery performance, and customer feedback.
- Prepare regular reports and insights for hospital management.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
JOB DESCRIPTION
-
Patient 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.
Company
Mayapadahospital
Jakarta Selatan, Indonesia
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