Director of Patient Experience & Service Excellence

Siloam Hospitals Group; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

Siloam Surabaya Hospital is seeking a Senior Patient Experience Manager to develop and direct patient experience strategies across all service areas, ensuring consistent, excellent service and effective handling of patient feedback.

You will oversee feedback collection, analyze data for insights, guide patients when needed, and lead a team to deliver personalized services that reinforce a service-excellence culture within the hospital.

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).
• Compassionate listener with calm, empathetic, and solution-oriented approach.
• Proven experience in service recovery and customer conflict resolution.
• Demonstrated experience in leading and managing teams.
• Proficient in Microsoft Excel, Word, and PowerPoint.

Responsibilities

• Develop and direct patient experience strategies and operations to deliver an excellent, consistent, and sustainable patient experience across all service areas.
• Oversee comprehensive patient feedback collection and analysis, ensuring data integrity and quality.
• Analyze patient feedback data to generate strategic insights, identify trends, and drive continuous improvement initiatives.
• Provide direct guidance and education to selected patients when needed, while directing teams to deliver consistent patient education and support.
• Manage personalized services for priority patients and ensure consistent service standards to create memorable experiences.
• Lead and develop the patient experience team by fostering empathy, proactiveness, innovation, cross-functional collaboration, coaching, and capability development.

Skills

Team leadership

Customer service

Communication skills

Conflict resolution

Education

Bachelor's degree in hospitality, tourism, or customer service-related fields

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Siloam Surabaya Hospital is seeking a Senior Patient Experience Manager to develop and direct patient experience strategies across all service areas, ensuring consistent, excellent service and effective handling of patient feedback.

You will oversee feedback collection, analyze data for insights, guide patients when needed, and lead a team to deliver personalized services that reinforce a service-excellence culture within the hospital.