Patient Experience Manager (hospital)

Monroe Consulting Group is assisting a leading hospital in Jakarta in recruiting an experienced Patient Experience Manager to drive service excellence and oversee the end-to-end patient journey. The role requires a strong background in premium customer experience from industries such as hospitality, airlines, premium banking, or healthcare, with a proven ability to elevate service standards, manage stakeholders, and implement patient-centric improvement initiatives.Key Responsibilities:Design and implement patient experience strategy, SOPs, and service excellence programs.Oversee the entire patient journey from registration to discharge, ensuring seamless and premium-quality service.Manage and resolve escalated service issues or complaints with empathy and professionalism.Conduct service audits, monitor patient satisfaction metrics, and lead continuous improvement initiatives.Deliver service excellence and communication training for frontline staff and clinical teams.Collaborate cross-functionally with medical, nursing, and operational teams to enhance service processes.Lead patient-centric projects and drive innovation in customer experience.Prepare regular PX performance reports for leadership.Qualifications:Bachelor’s degree in Hospitality Management, Business, Communication, or related field.Background from premium service industries: hospitality (hotel/resort), airlines (cabin crew/ground service leadership), premium banking, luxury retail, or hospital service excellence.Minimum 5–7 years’ experience in customer experience/service excellence; leadership experience preferred.Strong interpersonal, communication, and conflict-resolution skills.High service orientation with the ability to build rapport and influence stakeholders.Ability to manage fast-paced operations and drive continuous improvement.