Head of Patient Experience & Service Excellence

Siloam Hospitals Group; Palembang; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Siloam Sriwijaya Palembang is seeking a Patient Experience Lead to shape and direct strategies across service areas, ensuring excellent, sustainable experiences and clear communication of feedback outcomes to patients and teams.

You will oversee data collection and analysis of patient feedback, drive continuous improvement initiatives, and mentor the patient experience team to foster empathy, proactive service, and cross-functional collaboration in a hospital setting.

Qualifications

• Bachelor’s degree in hospitality, tourism, or customer service-related fields.
• Minimum 3 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.

Responsibilities

• Developing and directing patient experience strategies and operations to deliver an excellent, consistent, and sustainable patient experience across all service areas, while ensuring that all patient feedback issues are properly followed up and that service recovery outcomes are clearly communicated to patients and internal teams.
• Oversee comprehensive patient feedback collection and analysis, including direct patient and VVIP engagement, ensuring data integrity and quality.
• Analyze patient feedback data to generate strategic insights, identify trends, and drive continuous improvement initiatives in patient experience.
• 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 and reinforce a service excellence culture.
• Lead and develop the patient experience team by fostering a culture of empathy, proactiveness, innovation, cross-functional collaboration, coaching, and continuous capability development, including initiatives to improve hospital NPS performance.

Skills

Customer service

Empathy

Team leadership

Conflict resolution

Education

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

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Siloam Sriwijaya Palembang is seeking a Patient Experience Lead to shape and direct strategies across service areas, ensuring excellent, sustainable experiences and clear communication of feedback outcomes to patients and teams.

You will oversee data collection and analysis of patient feedback, drive continuous improvement initiatives, and mentor the patient experience team to foster empathy, proactive service, and cross-functional collaboration in a hospital setting.