Patient Experience Department Head

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

Job summary

Siloam Sriwijaya Palembang seeks an experienced professional to develop and direct patient experience strategies across all service areas, ensuring that patient feedback is properly followed up and service recovery outcomes are clearly communicated to patients and internal teams.

The role will oversee comprehensive patient feedback collection, analyze data to drive continuous improvement, and guide selected patients while directing teams to deliver consistent education and support, creating

Qualifications

• Bachelor’s degree in hospitality, customer service-related fields or equivalent.
• Minimum 3 years of experience in patient relations, customer service in healthcare or hospitality.
• Strong listening, empathy, calm and solution-oriented approach.

Responsibilities

• Develop patient experience strategies and operations across all service areas.
• Oversee patient feedback collection and ensure proper follow-up and service recovery communication.
• Analyze patient feedback data to generate strategic insights and drive improvements.
• Provide guidance and education to patients and coordinate with teams to deliver consistent support.
• Lead the patient experience team with empathy, collaboration and capability development.

Skills

Empathy

Team leadership

Analytical thinking

Communication

Education

Bachelor’s degree in hospitality

Bachelor’s degree in customer service-related fields

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Siloam Sriwijaya Palembang provides a wide range of healthcare services, particularly obstetrics and gynaecology, paediatrics, internal medicine, and radiology. The hospital has been equipped with advanced medical technology and a team of experienced medical personnel. Located in a strategic location in the heart of Palembang City, Siloam Sriwijaya Hospital is renowned as the mainstay healthcare centre for the people of Palembang City and other surrounding cities.

Job Description

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.

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.