Strategi Komunikasi Interpersonal Petugas BPJS Pada Program Customer Visit BPJS Kesehatan Cabang Utama Manado

Alisia Priskila Yohanis (Politeknik Negeri Manado)
Cindy S Lumingkewas (Politeknik Negeri Manado)
Floren Agnesia S (Politeknik Negeri Manado)
Jufrina Mandulangi (Politeknik Negeri Manado)
Precylia R. Rambing (Politeknik Negeri Manado)
Wingston M.J. Longdong (Politeknik Negeri Manado)

Global Leadership Organizational Research in Management
Vol. 4 No. 4 (2026): Global Leadership Organizational Research in Management

This study aims to examine the interpersonal communication strategies employed by BPJS Kesehatan officers in addressing JKN participant refusals during the Customer Visit program at the BPJS Kesehatan Main Branch Office in Manado. This study employed a qualitative method with a descriptive approach. The research informants consisted of six individuals, including two Customer Visit officers, one Customer Visit coordinator, and three JKN participants. Data were collected through interviews, observation, and documentation. Data analysis was conducted using the interactive model developed by Miles, Huberman, and Saldaña, while interpersonal communication was analyzed based on DeVito's theory, which encompasses openness, empathy, supportiveness, positiveness, and equality. The results showed that the interpersonal communication strategies employed by Customer Visit officers consisted of three aspects. First, verbal communication was carried out by initiating communication politely, adapting the language to the participants' conditions and characteristics, using light and open-ended questions, and explaining the purpose of the Customer Visit in easily understandable language. Second, nonverbal communication was used to support verbal communication through a friendly attitude, facial expressions, body language, eye contact, tone of voice, and active listening. Third, in dealing with participant refusals, officers sought participants' willingness, explained the purpose of the activity, used a friendly approach, and adjusted the timing and language to the participants' conditions. Officers did not force participants who refused to participate; instead, they respected their decisions and either sought other participants or adjusted the implementation time. Thus, the interpersonal communication strategies employed by Customer Visit officers were adaptive, adjusting communication methods to the conditions and characteristics of participants while prioritizing comfort, openness, empathy, and mutual respect.