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All Journal JURNAL MANAJEMEN Business Management Jurnal Indonesia Sosial Sains Cerdika: Jurnal Ilmiah Indonesia Journal of Economics and Social Sciences VISA: Journal of Vision and Ideas Finance and Business Management Journal (FBMJ) Jurnal Cendekia Ilmiah Jurnal Ekonomi, Manajemen, Akuntansi Jurnal Ilmu Manajemen Jurnal Pengabdian Kepada Masyarakat Indonesia Optimal: Jurnal Ekonomi dan Manajemen
Kahar Mulyani
Universitas Adhirajasa Reswara Sanjaya
Agriculture, Biological Sciences & Forestry Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Neuroscience Physics Public Health Social Sciences

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The Effect of Promotion Through Social Media and Non-Social Media on Patient Visits at Cassandra Skincare Clinic in Singkawang City Dhea Atiqah Putri; Cecep Darmawan; Kahar Mulyani
Journal of Economics and Social Sciences (JESS) Vol. 5 No. 1 (2026): Journal of Economics and Social Sciences (JESS)
Publisher : CV. Civiliza Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59525/jess.1302

Abstract

This research is against the background of the crucial role of promotion in influencing patient decisions in the health and beauty services sector. Cassandra Skincare Clinic in Singkawang City has used social media, especially Instagram and TikTok as the main means of promotion, with a large follower base. This thesis aims to empirically analyze the influence of promotion in general and the use of social media as a promotional tool specifically on patient visits. The method used was an analytical survey with a cross-sectional study approach of 80 respondents taken through accidental sampling techniques. The results of linear regression analysis showed that promotion (X1) had a very significant influence on patient visits (Y) (Sig. 0.000). Similarly, social media as a promotional tool (X2) also showed a significant influence on visits (Sig. 0.007). The multiple regression model formed was Y = 0.751 + 0.358X1 + 0.132X2, confirming that the two independent variables positively and significantly influenced the patient's interest in visiting. Thus, it is concluded that Cassandra Skincare Clinic needs to prioritize improving the quality of informative and visually appealing social media content and strengthening offline promotional channels to maximize visits.
The Use of FMEA to Analyze Electronic Medical Records to Reduce the Risk of Failure at Rizani Hospital Nur Rosyidah Hani; Purwadi Purwadhi; Kahar Mulyani
Journal of Economics and Social Sciences (JESS) Vol. 5 No. 1 (2026): Journal of Economics and Social Sciences (JESS)
Publisher : CV. Civiliza Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59525/jess.1345

Abstract

This study aims to identify the potential risk of failure (failure mode), causes, and impact of failure in the implementation of RME at Rizani Paiton Hospital, assess the level of risk priority using the Risk Priority Number (RPN), and formulate recommendations for preventive measures and improvement plans based on the Failure Mode and Effect Analysis (FMEA) method. This study uses a qualitative descriptive approach with a case study design, conducted at Rizani Paiton Hospital in July–November 2025 with purposively selected participants from management elements, SIMRS/IT teams, medical records, nurses, and doctors who are directly involved in the implementation of RME. Data was collected through semi-structured interviews, RME workflow observations, and FMEA form filling, then analyzed through failure mode identification, severity, occurrence, and detection score assessment, and RPN calculation to determine risk priority. The results of the study show that there are several groups of potential major failure risks, including system and network disruptions that hinder access and storage of data, input errors and incompleteness of RME filling by users, limitations of system features and integration, and the risk of data loss and unavailability when needed in clinical services. A number of failure modes have high RPN values so they are categorized as priority risks, especially those that have an impact on service delays, potential clinical errors, and disruptions in the continuity of patient information. The resulting recommendations include strengthening infrastructure and system backup, improving RME features and integration according to service flows, improving user training and assistance, strengthening control and monitoring of documentation completeness, as well as drafting more comprehensive SOPs and RME risk management governance.
Pengaruh Gaya Komunikasi dan Pesan Komunikasi Dokter UGD Terhadap Kepuasan Pasien Pada Rumah Sakit Islam Siti Hajar Mataram Lalu Anugrah Nugraha; Dasrun Hidayat; Kahar Mulyani
Cerdika: Jurnal Ilmiah Indonesia Vol. 5 No. 6 (2025): Cerdika: Jurnal Ilmiah Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/cerdika.v5i6.2589

Abstract

The research titled "The Influence of Communication Style and Communication Messages of Emergency Room Doctors on Patient Satisfaction at Siti Hajar Islamic Hospital Mataram" is based on numerous complaints regarding patient satisfaction with the communication style of doctors in the emergency room (ER). Communication between doctors and patients often triggers dissatisfaction, as expectations do not match the outcome. This study aims to analyze the influence of communication style and communication messages of ER doctors on patient satisfaction. The research method used is quantitative analytical with a cross-sectional approach. The research sample was taken based on accidental sampling. The findings of the study show a significant influence of the communication style of ER doctors on patient satisfaction, the communication messages of ER doctors on patient satisfaction, and collectively, both the communication style and communication messages of ER doctors on patient satisfaction, with a satisfaction percentage of 84.2%. The remaining 15.8% of patient satisfaction is influenced by other factors, such as short waiting times to receive medical services and the smoothness and speed of the medical service process experienced. The implications of this research explain that good communication by ER doctors has a positive impact on patient satisfaction at the hospital.
Outpatient Financial Management Strategies in Increasing the Income of Dr. Sobirin Musi Rawas Hospital Jayanti Puspitasari; Poppy Yaniawati; Kahar Mulyani
Jurnal Indonesia Sosial Sains Vol. 7 No. 2 (2026): Jurnal Indonesia Sosial Sains
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jiss.v7i2.2212

Abstract

This study aims to analyze financial management strategies in the outpatient unit of Dr. Sobirin Musi Rawas Hospital in addressing the challenges of implementing the National Health Insurance (JKN) and increasing hospital revenue. The research employed a qualitative approach, with data collection techniques consisting of in-depth interviews, questionnaires, and analysis of financial documents. A SWOT analysis was applied to identify internal and external factors influencing financial performance and to determine the hospital’s strategic position. The results indicate that the hospital possesses several strengths, including competent human resources, relatively effective inter-unit coordination, utilization of the Hospital Management Information System (SIMRS), and a relatively high level of patient trust and outpatient visits. However, the study also identified several weaknesses, such as delays in BPJS claim disbursements, inefficient administrative processes, limited integration of digital systems, and the absence of regular financial evaluations. Opportunities available to the hospital arise from the sustainability of the JKN program, advances in digital technology, and potential collaboration with external parties. Meanwhile, threats include increasing competition from private healthcare facilities, rigid BPJS regulations, and cash flow instability caused by delayed claims. Based on the SWOT analysis, the hospital is positioned in Quadrant I, indicating that a growth strategy is the most appropriate approach to improve financial management and hospital revenue.
Meningkatkan Retensi Pasien melalui Inovasi dan Promosi: Studi pada Klinik Jehovah Rapha Kota Manado Gizela Stephanie Saerang; Arif Rachman; Kahar Mulyani
Jurnal Ilmu Manajemen Vol. 15 No. 2 (2026): Jurnal Ilmu Manajemen
Publisher : Universitas Muhammadiyah Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32502/jim.v15i2.1627

Abstract

This study aims to analyze the influence of service innovation and clinic promotion on patient retention at Jehovah Rapha Clinic, Manado. Operational challenges, including limited facilities and a shortage of medical personnel, highlight the need for effective retention strategies. Employing a quantitative approach, the study utilized a survey method involving 81 respondents selected through stratified random sampling. Data were analyzed using multiple linear regression via SPSS software. The findings demonstrate that both service innovation and clinic promotion have a positive and significant impact on patient retention, both partially and simultaneously. These results confirm that for small-scale clinics, strengthening innovation in service quality and implementing experiential-based promotional programs are essential foundations for maintaining operational sustainability. This research provides strategic guidance for clinic management to improve competitiveness through data-driven marketing policies. However, the study is limited by its focus on a single unit of analysis (context-specific) and the use of cross-sectional perception data but also valid.
Implementation of Clinical Pathways as A Strategy To Address Pending BPJS Claims ingrid susanti; Dasrun Hidayat; Kahar Mulyani
Finance and Business Management Journal Vol. 4 No. 1 (2026): JULY
Publisher : Fakultas Ekonomika dan Bisnis Universitas Majalengka

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31949/fbmj.v4i1.19881

Abstract

Pending BPJS Health claims are a recurring problem that affects hospital cash flow, cost efficiency, and service quality. At Rama Hadi Hospital Purwakarta, the average pending claim rate in 2025 reached 12.5% for outpatient services and 20% for inpatient services, with monthly fluctuations that did not indicate sustained improvement. This study aimed to analyze the profile of pending claims, strategies for improving the quality of medical documentation, the implementation of clinical pathways, the involvement of the casemix team, their impact on cost efficiency and service quality, and the formulation of effective management strategies. A descriptive qualitative approach was used, involving seven purposively selected participants consisting of an internal verifier, case manager, claims officer, coder, hospital director, general practitioner, and specialist physician. Data were collected through in-depth interviews, observation, and document review, and were analyzed through data reduction, data presentation, and conclusion drawing. The findings showed that pending claims were mainly caused by incomplete medical summaries, operative reports, and supporting examination results. Clinical pathways contributed to reducing variations in care and the risk of pending claims, although their implementation remained constrained by patient comorbidities and differences in perception among specialist physicians. The casemix team played an important role in ensuring coding accuracy based on ICD-10 and INA-CBG, but continued to face challenges related to documentation compliance and differences in interpretation with BPJS verifiers. High pending claim rates disrupted cash flow and potentially affected the continuity of service quality. This study concluded that reducing pending claims requires an integrated strategy involving stronger EMR-based documentation, improved compliance with clinical pathways, optimization of the casemix team, continuous monitoring, and the use of digital technology.
Optimalisasi Rekam Medis Elektronik dan Verifikasi Internal untuk Meningkatkan Ketepatan Waktu Klaim Bpjs Kesehatan I Made Gunawan; Erliany Syaodih; Kahar Mulyani
OPTIMAL Jurnal Ekonomi dan Manajemen Vol. 6 No. 3 (2026): September: OPTIMAL: Jurnal Ekonomi dan Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/optimal.v6i3.12914

Abstract

Delays in BPJS Kesehatan claim submission remain a significant challenge in the implementation of Indonesia’s National Health Insurance program, particularly in hospitals that rely heavily on BPJS reimbursement, including Ari Canti Hospital, Ubud, Bali. This study aimed to analyze the role of electronic medical record information quality and system quality, the implementation of the five components of the Committee of Sponsoring Organizations of the Treadway Commission (COSO) internal control framework, and the synergy between these factors in improving the timeliness of BPJS Kesehatan claims. A qualitative case study approach was employed using in-depth interviews, observations, and document analysis involving personnel directly engaged in medical record management, internal verification, and claim submission processes. Data were analyzed using the DeLone and McLean Information Systems Success Model and the COSO Internal Control Framework. The findings indicate that information quality and system quality, reflected in completeness, accuracy, reliability, accessibility, and data integration, enhance the readiness of claim documents. Internal verification, as the primary control activity, effectively identifies and corrects documentation discrepancies before claim submission, thereby reducing the risk of pending claims. The synergy between electronic medical records and internal verification contributes significantly to improving claim timeliness. The study implies that strengthening clinical documentation governance, system integration, and continuous internal verification is essential to optimize BPJS Kesehatan claim management in hospitals.
Co-Authors Arif Rachman Bayu Wahyudi Cecep Darmawan Chairil M Noor Chindy Kristiawati Dasrun Hidayat Dea Vilia Siswoyo Dhea Atiqah Putri Eldwin Laurenso Lomi Elsa Wahyudi Erliany Syaodih Faizal Faizal Gartika Rahmasari Gizela Stephanie Saerang H. Purwadhi Hera Wahyuni I Made Gunawan Imas Rosidawati Wiradirja ingrid susanti Jayanti Puspitasari Lalu Anugrah Nugraha Mayang Wulandari Nur Rosyidah Hani Poppy Yaniawati Purwadi Purwadhi Rafika Rafika Rian Andriani Rido Pangidoan Simbolon Rina Yulia Wulandari Sri Ramadani