Patient Experience Specialist - Care Liaison

Siloam Hospitals Group; Tangerang; On-site; IDR 44,640,000 - 78,120,000; Full time

Job summary

Siloam Hospitals Group in Tangerang, Indonesia is seeking a dedicated hospital customer service representative to assist patients and families with information about hospital products and services, guiding them to make informed health care choices.

You will build relationships with patients and staff to prioritize patient experience, handle complaints, follow up after discharge, and ensure care runs smoothly by coordinating with different hospital departments.

Qualifications

• Bachelor Degree from related major
• Have minimum 1 year work experience in the same field
• Excellent verbal and written communication skills for interacting with patients, families, and hospital staff.
• Understanding of medical billing procedures and insurance processes is beneficial.
• Familiarity with healthcare regulations and patient privacy laws (e.g., HIPAA) to ensure compliance.

Responsibilities

• Providing the best service and explanation of customer needs for hospital products and facilities so that patients/patient families can make the best decisions regarding the health facilities and services they will undergo.
• Builds relationships with patients, families and staff to create an environment where patient experience and satisfaction is paramount.
• Communicates findings appropriately to healthcare team members.
• Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.
• Works with appropriate individuals or departments to limit or resolve delays in services and is able to communicate well with patients and families.
• Act as an intermediary for Hospital Administration on behalf of patients and their families.
• Educate healthcare professionals and employees about ways to humanize patients.
• Make follow-up telephone calls to discharged patients and ask for feedback about their experience while in hospital and forward all questions/input of a clinical and non-clinical nature to the relevant manager.
• Anticipate and identify patient needs.
• Providing guidance and positive support to patients/families in a more personal manner while ensuring their entire series of care runs according to procedures.
• Develop a care plan to meet their personal health care needs.
• Treat patients with empathy and respect and conduct yourself in a professional manner.
• Comply with organizational guidelines and health care laws and regulations.
• Attend ongoing training and courses to keep up with new developments in health care.
• Implement procedures and practices for quality and safety services, including attending training, collecting data, documenting and/or making reports needed to support the achievement of hospital wide indicators and related department/unit targets.

Skills

Excellent verbal and written comms

Education

Diploma (D3) in related field

Bachelor Degree in related field

Job description

Siloam Hospitals Group in Tangerang, Indonesia is seeking a dedicated hospital customer service representative to assist patients and families with information about hospital products and services, guiding them to make informed health care choices.

You will build relationships with patients and staff to prioritize patient experience, handle complaints, follow up after discharge, and ensure care runs smoothly by coordinating with different hospital departments.