Resident Medical Officer (Full Timer)
siloamcareers
Patient Experience Department Head
siloamcareers· Patient Experience
About this role
Company Description
Jl. Raya Gubeng 70, Surabaya 60281
With international recognition of the Asia Pacific Hand Hygiene Excellence Award from the World Health Organisation (WHO) and the Asia Pacific Society of Infection Control (APSIC), as well as KARS accreditation from the Ministry of Health of the Republic of Indonesia, Siloam Surabaya Hospital provides the best of international class through excellent services such as 24-hour Emergency Services, Comprehensive Stroke Service Centre, Bawasir Clinic, Wound Clinic, Pain Clinic, Spine Clinic and Child Growth and Development Clinic.
Built in the central business and shopping area of Surabaya City, Siloam Surabaya Hospital has been delivering outstanding healthcare services and driving healthcare innovation in the Surabaya metropolitan area.
Job Description
- Developing and directing patient experience strategies and operations to deliver an excellent, consistent, and sustainable patient experience across all service areas, while ensuring that all patient feedback issues are properly followed up and that service recovery outcomes are clearly communicated to patients and internal teams.
Oversee comprehensive patient feedback collection and analysis, including direct patient and VVIP engagement, ensuring data integrity and quality.
Analyze patient feedback data to generate strategic insights, identify trends, and drive continuous improvement initiatives in patient experience.
Provide direct guidance and education to selected patients when needed, while directing teams to deliver consistent patient education and support.
Manage personalized services for priority patients and ensure consistent service standards to create memorable experiences and reinforce a service excellence culture.
Lead and develop the patient experience team by fostering a culture of empathy, proactiveness, innovation, cross-functional collaboration, coaching, and continuous capability development, including initiatives to improve hospital NPS performance.
Qualifications
- Bachelor’s degree in hospitality, tourism, or customer service - related fields.
Minimum 5 years of experience in a similar role (patient relations, customer service in healthcare, or hospitality).
A compassionate listener with the ability to stay calm, empathetic, and solution-oriented.
Proven experience in service recovery and customer conflict resolution.
Demonstrated experience in leading and managing teams.
Proficient in Microsoft Excel, Word, and PowerPoint
Additional Information
[BEWARE OF RECRUITMENT SCAMS]
It has come to our attention that there are fake job offers claiming to be hiring for Siloam Hospitals Group. Please note that Siloam Hospitals Group do not require applicants to make payment when seeking employment with our hospitals.
Frequently Asked Questions
Is the salary disclosed for the Patient Experience Department Head position at siloamcareers?
The salary for this Patient Experience Department Head role at siloamcareers is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Patient Experience Department Head position at siloamcareers located?
This Patient Experience Department Head role at siloamcareers is based in id, Surabaya, Jawa Timur, Surabaya, Jawa Timur, , Indonesia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Patient Experience Department Head role at siloamcareers full-time or part-time?
This is listed as a Full time position. It is posted as a Patient Experience Department Head role in the Patient Experience department at siloamcareers.
Which team or department does the Patient Experience Department Head at siloamcareers belong to?
This Patient Experience Department Head position is part of the Patient Experience department at siloamcareers. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Patient Experience Department Head position at siloamcareers?
Click the "Apply Now" button on this page. You will be redirected to siloamcareers's official application portal hosted on smartrecruiters where you can submit your application directly.
When was the Patient Experience Department Head job at siloamcareers posted?
This Patient Experience Department Head position at siloamcareers was posted on Jul 16, 2026. Apply as soon as possible — early applications are often reviewed first.
Patient Experience Department Head
siloamcareers
You'll be redirected to siloamcareers's official application page on SmartRecruiters.