The Quality of Patient Financing Administration Services at the Pambalah Batung Amuntai Regional Public Hospital from a Public Service Perspective

This research aims to analyze the quality of patient financing administration services at the Pambalah Batung Amuntai Regional General Hospital from a public service perspective. This issue is important in line with the increasing complexity of the National Health Insurance system, which demands transparency, responsiveness, and accountability in the financing administration process. The research uses a qualitative approach with a case study design to deeply explore experiences, perceptions, and service dynamics. Data collection techniques were carried out through semi-structured in-depth interviews, limited participatory observation, and documentation studies. Research participants consisted of financing administration officers, hospital management, patients using National Health Insurance (JKN) and non-JKN services, and related parties in claim management. Data were analyzed using the interactive Miles and Huberman model through data reduction, presentation, and conclusion drawing. The research results indicate that the quality of patient financing administration services has generally been in accordance with standards, but still faces challenges in aspects of information transparency, service responsiveness, and consistency in procedure implementation. The main findings show that the lack of clear and easily accessible information is a major factor influencing patient perceptions, followed by service waiting times and the complexity of administrative verification. In addition, although no direct discrimination was found, a perception of differences in service times between National Health Insurance (JKN) and non-National Health Insurance (JKN) patients still emerged. This research contributes to expanding public administration studies by positioning financing administration as an integral part of healthcare service quality. Practical implications emphasize the importance of strengthening information systems, enhancing human resource capacity, and digital integration in financing services. Further research is recommended to conduct comparative studies between regional hospitals and integrate quantitative approaches to strengthen the generalization of findings.