Fitri Aviana

About

I am an operational professional with 5 years of experience at BPJS Kesehatan, specializing in program coordination, stakeholder management, and complaint resolution. Most recently, I have worked as a Complaint Handling & Operational Support Specialist, managing end-to-end service workflows and ensuring strict adherence to Service Level Agreements from 2021 through 2026. My work involves administering data systems and dashboards, providing technical and administrative troubleshooting, and coordinating with hospital units and external partners to maintain quality standards. I have verified medical claims with high accuracy, audited performance data to ensure compliance with JKN protocols, and managed readiness assessments for healthcare facilities using tools like Microsoft Office and internal service dashboards.

What I'm looking for

I am seeking a Project Administrator or Operational Support position. I bring 5 years of experience in program coordination, data validation, and complaint management. I look forward to working with a collaborative team where I can apply my skills in SLA management, process monitoring, and stakeholder communication to ensure smooth operations.

Experience

Re-credentialing Assessment Execution

Jun 2021 – May 2026

Managed the end-to-end complaint resolution process, acting as the primary contact to handle issues directly and indirectly within 24 hours, strictly adhering to established SLAs. Coordinated workflows and collaborated closely with cross-functional stakeholders (hospital units and external partners) to maintain smooth operations and implement collaborative activities. Ensured operational excellence by administering data on internal systems/dashboards, providing standby support for administrative inquiries and data troubleshooting. Conducted periodic monitoring and evaluation of service flow, guaranteeing the seamless execution of programs and quality standards.

Healthcare AssessmentInfrastructure EvaluationComplaint ResolutionDashboard AdministrationData Validation

BPJS KESEHATAN

Education

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