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

FHALIYATIN, AULIN ANNISA and Safriantini, Dian (2025) ANALISIS KREDIBILITAS RELATIONSHIP OFFICER PADA PROGRAM JKN DI BPJS KESEHATAN KC PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

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

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Peran Kredibilitas RO, Program JKN, Kepatuhan BU, Teori Retorika
Subjects:	R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions:	10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User:	Aulin Annisa Fhaliyatin
Date Deposited:	17 Mar 2025 04:25
Last Modified:	17 Mar 2025 04:25
URI:	http://repository.unsri.ac.id/id/eprint/168654

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