Patient Experience Department Head

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

With international recognition of the Asia Pacific Hand Hygiene Excellence Award from the World Health Organisation (WHO) and the Asia Pacific Society of Infection Control (APSIC), as well as KARS accreditation from the Ministry of Health of the Republic of Indonesia, Siloam Surabaya Hospital provides the best of international class through excellent services such as 24-hour Emergency Services, Comprehensive Stroke Service Centre, Bawasir Clinic, Wound Clinic, Pain Clinic, Spine Clinic and Child Growth and Development Clinic.

Built in the central business and shopping area of Surabaya City, Siloam Surabaya Hospital has been delivering outstanding healthcare services and driving healthcare innovation in the Surabaya metropolitan area.

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 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