Patient Service Executive

Siloam Hospitals Group; Jakarta Pusat; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

Siloam Hospitals Simatupang is seeking a dedicated professional to enhance patient experience and manage hospital interactions. You will support patients and families, coordinate with staff, and ensure services are delivered with empathy and professionalism.

The role emphasizes clear communication, complaint resolution, and collaboration with various hospital teams to maintain high standards of care and timely service delivery.

Qualifications

• Bachelor's degree in a related field.
• Minimum 1 year of experience in a similar role.
• Excellent verbal and written communication with patients, families, and staff.
• Understanding of medical billing procedures and insurance processes is beneficial.

Responsibilities

• Provide high-quality service and explain hospital products and facilities to patients and families.
• Build relationships with patients, families and staff to ensure patient satisfaction.
• Communicate findings to healthcare team members.
• Respond to and resolve complaints and concerns promptly.
• Act as liaison for Hospital Administration on behalf of patients and families.
• Educate healthcare professionals about patient-centric care.
• Make follow-up calls to discharged patients to gather feedback.
• Identify patient needs and ensure care runs according to procedures.

Skills

Customer service

Communication

Empathy

Problem solving

Education

Bachelor's degree

Tools

Billing software

Job description

Located in the business district of South Jakarta, Siloam Hospitals Simatupang has become a trusted private hospital for locals and foreigners living in the South Jakarta area. The hospital provides all kinds of quality healthcare services, especially through its excellent services in cardiology, neurosciences, orthopaedics and radiation oncology. With modern medical equipment and tools, the specialists, general practitioners, nurses, and support staff at Siloam Hospitals Simatupang are committed to providing patients with international-standard healthcare and services.

Job Description

• 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 to ensure quality and safety in services, including attending training sessions, collecting data, documenting findings, and generating reports to support the attainment of hospital-wide indicators and departmental/unit objectives.

Qualifications

• bachelor's degreefrom any related major
• Preferably those who have experience in the same field for Have minimum 1 year.
• Excellent verbal and written communication skills for interacting with patients, families, and hospital staff.
• Understanding of medical billing procedures and insurance processes is beneficial.