At Siloam Hospitals, patient experience is more than service it's how we build trust, compassion, and excellence in every touchpoint.
Siloam Surabaya is looking for a Patient Experience Department Head who is passionate about creating meaningful patient journeys, strengthening service culture, and driving measurable impact across hospital operations.
What You Will Do:
- Lead and elevate end-to-end patient experience strategy
- Drive service excellence initiatives across all departments
- Monitor patient satisfaction metrics and implement improvement plans
- Collaborate with clinical & non-clinical leaders to ensure consistent service standards
- Transform feedback into actionable insights and sustainable improvements
What We're Looking For:
- Minimum 5 years of experience in Customer Experience / Service Excellence / Patient Experience roles, preferably within hospital, hospitality, banking, or premium service industries
- Proven track record in improving customer/patient satisfaction scores with measurable outcomes
- Strong experience in handling service recovery cases and complaint management frameworks
- Experienced in designing and implementing service standards, SOPs, and training programs
- Comfortable working with data analytics and performance dashboards to drive improvement initiatives
- Strong stakeholder management skills, with experience collaborating with medical staff, operations, and corporate leadership
If you believe healthcare is not only about clinical outcomes but also about how patients feel, we would love to connect with you.
