Patient Liaison Executive

The purpose of the Patient Liaison Executive – Indonesian Market position is to support and grow ReGen’s presence in the Indonesian healthcare market by providing personalized assistance and dedicated support to Indonesian patients. This role will serve as the main point of contact for Indonesian clients, ensuring their cultural, linguistic, and logistical needs are met to enhance their experience and build trust in ReGen’s services. The Patient Liaison Executive will facilitate a smooth and supportive experience for Indonesian patients, from initial inquiries through post-treatment follow-up. Key responsibilities include building and maintaining patient relationships, addressing language and cultural nuances to ensure clear communication, and coordinating with clinical and administrative teams for patient needs. By fostering patient satisfaction and loyalty, this role aims to expand ReGen’s reach in the Indonesian market, creating a welcoming and culturally attuned environment that supports the hospital’s strategic growth initiatives. Standards of Performance All ReGen Rehab employees will: 1. Demonstrate consistency with ReGen Rehab’s mission, vision and values 2. Work effectively with others to achieve outcomes 3. Contribute to a continuous learning environment 4. Consistently ensure high quality 5. Promote change and innovation 6. Effectively drive for results Your responsibilities will include the following: I. Patient Education i. Explain medical procedures, treatments, and diagnoses to patients and their families in a clear and understandable manner. ii. Conduct online or in-person assessments for incoming referrals. iii. Provide information on disease management, medications, and follow-up care. iv. Address patient concerns and questions promptly and effectively. II. Patient Advocacy i. Advocate for patients' needs and rights within the healthcare system. ii. Assist patients in navigating healthcare processes, including appointment scheduling, referral coordination, and obtaining insurance authorization. iii. Facilitate communication between patients, their families, and the healthcare team. III. Family Support: i. Offer emotional support and guidance to patients and their families during challenging times. ii. Help families understand and cope with the emotional impact of illness. iii. Connect families with relevant support resources, such as patient support groups or counseling services. IV. Admission and Discharge Planning: i. Coordinate admission and discharge planning with patients, their families, and the healthcare team to ensure a smooth transition. ii. Assist in arranging necessary home care services, medical equipment, or follow-up appointments. V. Quality Improvement: i. Identify opportunities for enhancing the patient experience and contribute to quality improvement initiatives. ii. Collect feedback from patients and families to help inform hospital services and processes. VI. Marketing Activities: i. Participate in and conduct marketing activities to promote the hospital at events, health talks, and campaigns. ii. Build and maintain networking efforts within rehabilitation and healthcare sectors, fostering relationships among healthcare professionals. VII. Additional Duties: i. Perform any other duties as assigned. Education: • Bachelor’s degree Rehabilitation Medicines or a related field. Equivalent experience in patient relations or customer service within the healthcare and rehabilitation sector may also be considered. • Proficiency in Bahasa Indonesia is essential • Familiarity with rehab sector communication, cross-cultural communication, or rehabilitation services is preferred. Professional Experience: • Minimum of 3-5 years of experience in a patient liaison, international patient services, or healthcare and rehabilitation customer service role, preferably within the Indonesian market or with Indonesian clientele. • Proven experience working in a cross-cultural healthcare and rehabilitation environment, demonstrating an understanding of the unique needs and expectations of international patients, particularly Indonesian patients. • Strong background in customer service, patient relations, or hospitality within a rehabilitation setting, with the ability to handle sensitive patient needs and resolve concerns effectively. • Experience collaborating with clinical and administrative teams to coordinate patient care and rehabilitation services, ensuring seamless patient experiences. • Knowledge of rehabilitation protocols, therapy coordination, and patient progress tracking within a multidisciplinary team. • Ability to assist patients and families in navigating rehabilitation programs, treatment plans, and post-care recovery options. • Fluency in Bahasa Indonesia, with the ability to effectively communicate with Indonesian patients and their families in a rehabilitation-focused healthcare setting.