Skripsi

ANALISIS KREDIBILITAS RELATIONSHIP OFFICER PADA PROGRAM JKN DI BPJS KESEHATAN KC PALEMBANG

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Penilaian

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Non-compliance of Business Entities in registering all workers and their families and reporting salaries that are not appropriate, has violated applicable policies and is detrimental to BPJS Kesehatan KC Palembang. Relationship Officer (RO) credibility, which includes product knowledge and communication skills, plays an important role in increasing business entity awareness and compliance. This research examines RO credibility based on Aristotle's Rhetoric Theory, which includes Ethos, Pathos and Logos. The purpose of this study was to analyze the role of relationship officer credibility in the JKN program at BPJS Kesehatan KC Palembang. Descriptive qualitative research method using in-depth interviews, observation and document review, involving six informants selected by purposive sampling. The results showed that the problems found were not optimal RO competence and RO product knowledge, lack of building personal relationships and slow in responding to BU and violation of dress SOP. In the Ethos aspect, it was found that interpersonal and technical skills, in-depth knowledge and insight related to JKN products and regulations, and competent ROs can increase BU compliance. The Pathos aspect emphasizes the importance of looking neat, polite, being friendly, responsive, and listening to complaints and providing solutions to build good relationships with Business Entities, which can increase trust and compliance. In the Logos aspect, effective communication requires complete, clear and easy-to-understand information using simple language referring to regulations, choosing the right voice intonation and articulation, providing concrete examples and direct practice. Based on this research, it is suggested that BPJS Kesehatan KC Palembang should evaluate debriefing, certification procedures, RO recruitment procedures, as well as warnings and strict sanctions for ROs who violate the dress code. It is also suggested for ROs to improve competence, build more personal relationships with their respective PICs and improve compliance with the SOP. Suggestions for business entities to pay attention to the type of JKN membership of employees and training for PICs. Keywords: RO Credibility Role, JKN Program, BU Compliance, Rhetoric Theory

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2507002382	T168654	T1686542025	Central Library (Reference)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1686542025

Publisher

Indralaya : Prodi Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat Universitas Sriwijaya., 2025

Collation

xvii, 168 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

613.07

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

kesehatan masyarakat

Specific Detail Info

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Statement of Responsibility

MI

Other version/related

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