Executive recruitment consultant Monroe Consulting Group Indonesia is recruiting on behalf of Multinational Hospital Provider. Our client is seeking for Customer Experience Manager position. This job will be based in Jakarta, Indonesia.
Responsibilities:
- Develop and implement strategies to enhance overall patient experience within the hospital.
- Collaborate with various departments to ensure seamless and positive patient interactions across all touchpoints.
- Conduct regular assessments and analysis of patient feedback to identify areas for improvement.
- Create and manage processes for resolving patient complaints and concerns effectively and efficiently.
- Train and educate hospital staff on customer service best practices and standards.
- Monitor and evaluate staff performance in relation to patient satisfaction metrics.
- Implement initiatives to promote a culture of patient-centered care throughout the organization.
- Collaborate with marketing and communications teams to develop materials and messaging that enhance the patient experience.
- Stay up-to-date on industry trends and best practices in customer experience management within healthcare settings.
- Act as a liaison between patients, their families, and hospital management to address issues and ensure a positive experience for all stakeholders.
Requirements:
- Proven experience in a customer service or patient experience role, preferably in a healthcare setting.
- Strong understanding of patient satisfaction metrics and methodologies.
- Excellent communication and interpersonal skills, with the ability to effectively interact with patients, families, and hospital staff.
- Demonstrated leadership abilities and experience in managing cross-functional teams.
- Analytical skills to assess patient feedback data and identify trends and areas for improvement.
- Ability to develop and implement strategies to enhance the overall patient experience.
