Monroe Consulting Group is supporting a prominent hospital group in Indonesia to recruit a Patient Relations Manager who will oversee the full patient journey and ensure exceptional service quality. This role is responsible for strengthening patient engagement, enhancing communication between patients and clinical teams, and driving continuous improvement in service delivery.
Key Responsibilities
- Develop and implement patient relations strategies, service standards, SOPs, and communication frameworks.
- Oversee the endtoend patient journeyfrom preregistration, consultation, treatment, to dischargeensuring a smooth, empathetic, and patientcentered experience.
- Act as the primary escalation point for complex patient concerns, grievances, or service issues, ensuring timely and clinically appropriate resolution.
- Conduct regular service quality audits and monitor patient satisfaction indicators, including NPS, complaint trends, and service metrics.
- Facilitate communication between patients, doctors, and nursing teams to ensure clarity, accuracy, and comfort throughout treatment.
- Lead training for frontline and clinical teams on patient communication, service etiquette, and hospital service excellence standards.
- Collaborate with medical, nursing, operations, and administrative departments to improve workflows and reduce service bottlenecks.
- Drive patientcentric initiatives, improvement projects, and experience innovation programs.
- Prepare periodic reports and insights regarding patient relations performance for senior leadership.
Qualifications
- Medical Doctor (MD) / Dokter Umum mandatory requirement.
- Minimum 35 years of experience in patient relations, hospital service excellence, or clinical operations.
- Strong understanding of hospital processes, medical terminology, and clinical workflows.
- Excellent communication, interpersonal, and conflictresolution skills.
- High level of empathy, patient orientation, and ability to build trusted relationships with patients and families.
- Ability to collaborate effectively with doctors, nurses, and multidisciplinary teams.
- Strong analytical and problemsolving skills with experience driving process improvements.
- Able to work in a dynamic, fastpaced hospital environment.
