Deskripsi Pekerjaan
Vrp Medical Center is seeking a visionary and strategic Patient Experience Head to lead our mission of delivering world-class healthcare service. In this pivotal role, you will be responsible for shaping the hospital's service culture by deeply analyzing patient feedback, tracking critical satisfaction metrics, and designing innovative initiatives that directly improve care quality.
As the Patient Experience Head, you will transform data into action, working closely with clinical and administrative departments to implement programs that enhance patient loyalty, reduce wait times, and optimize the overall patient journey. You will foster an environment of empathy and operational excellence, ensuring that every patient interaction reflects our commitment to high-quality care.
Tanggung Jawab
- Develop and execute a comprehensive Patient Experience (CX) strategy aligned with hospital goals and quality improvement standards.
- Analyze patient feedback data, satisfaction surveys, and complaints to identify trends and operational gaps.
- Lead, mentor, and develop a high-performing CX team to ensure consistent delivery of service excellence.
- Collaborate with department heads to integrate patient-centered care protocols into daily hospital operations.
- Monitor and report on Key Performance Indicators (KPIs) related to patient satisfaction, NPS, and service recovery.
- Design and implement service recovery initiatives to effectively handle complaints and improve patient retention.
- Conduct regular training sessions and audits to ensure staff proficiency in soft skills and patient communication.
Kualifikasi
- Bachelor’s degree in Nursing, Hospital Administration, Business Management, or a related field; Master’s degree is preferred.
- Proven experience (5-8 years) in a leadership role within the healthcare or hospital industry.
- Strong analytical skills with the ability to interpret patient satisfaction data and drive process improvements.
- Excellent communication, interpersonal, and conflict resolution skills with a strong focus on empathy.
- Familiarity with healthcare quality standards, accreditation processes, and patient safety protocols.
- Ability to thrive in a fast-paced hospital environment and manage multiple priorities effectively.