Aplikasi Mobile JKN dalam mempermudah Pelayanan BPJS Kesehatan Cabang Bekasi

Sadiah, Silpi Nadiyatun (2025) Aplikasi Mobile JKN dalam mempermudah Pelayanan BPJS Kesehatan Cabang Bekasi. Diploma (D3) thesis, STIE Tri Bhakti.

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Abstract

This report examines the role of the Mobile JKN application in supporting the improvement of service quality at the Bekasi Branch of BPJS Kesehatan. This application is a digital innovation developed by BPJS Kesehatan to facilitate participants in independently accessing various administrative services, such as registration, changing participant data, checking contribution bills, taking service queues, filing complaints, and information related to the National Health Insurance (JKN) program. With this application, the service process has become more practical, efficient, and no longer dependent on in-person visits to branch offices. During the Field Work Practice (PKL), the author was directly involved in educational activities and mentoring participants in using the Mobile JKN application. Based on field observations, this application has proven to be able to speed up the administrative process and significantly reduce queues. However, challenges remain, particularly related to low digital literacy among some participants, especially the elderly and those unfamiliar with using technology. Therefore, a consistent and sustainable educational strategy is needed so that the benefits of this application can be felt equally by all levels of society. Overall, Mobile JKN is a tangible representation of digital transformation in public services that not only increases efficiency but also supports the realization of a more inclusive, responsive, and adaptive healthcare system.

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