Mobile BPJS Services Bring JKN Administration Closer to Pangalengan Residents
Pangalengan — BPJS Kesehatan has introduced ‘BPJS Keliling’ (Mobile BPJS) services at the Warnasari Health Centre, Pangalengan District, Bandung Regency, West Java, as an effort to expand service access for participants of the National Health Insurance (JKN) Programme.
Speaking in Bandung on Thursday, M Iqbal Anas Ma’ruf, Deputy Director of Communications and Organisation at BPJS Kesehatan, stated that the presence of this service is part of BPJS Kesehatan’s efforts to reach participants across various regions with diverse characteristics and needs.
“Even though everyone can now use WhatsApp or call 165, generally, our society culturally still feels the need for face-to-face interaction,” he said.
He explained that the Mobile BPJS service can be utilised by the community to obtain information regarding the JKN Programme, perform changes to participant data, register new participants, consult on administration, and submit complaints or report obstacles faced when accessing JKN services.
Through this proactive ‘jemput bola’ (outreach) service, the community can access various JKN membership administrative needs more closely without having to travel to a BPJS Kesehatan office.
The agency continues to strive to provide services that meet community needs, including strengthening service access in Disadvantaged, Frontier, and Outermost (3T) regions.
Therefore, Iqbal continued, BPJS Kesehatan is not only focusing on the development of digital services but is also providing proactive outreach through Mobile BPJS.
He added that community needs cannot be standardised. In urban areas, digital services are a preferred choice as they are considered more practical and efficient. Meanwhile, in several other regions, face-to-face services remain a necessity due to factors such as limited signal or geographical conditions.
Regarding digital services, BPJS Kesehatan continues to increase the use of the Mobile JKN Application, which functions as a one-stop service by providing various features that participants can use independently, ranging from membership administration and online queues to teleconsultations.
Additionally, participants can utilise various other non-face-to-face service channels, such as Administrative Services via WhatsApp (PANDAWA) at 08118165165, the 165 Care Centre, and information and complaint services through BPJS Kesehatan’s official social media via BPJS On Air.
BPJS Kesehatan also provides the Virtual Office Information and Administration Service (VIOLA). Through the VIOLA service, participants can obtain administrative services virtually via video conference with BPJS Kesehatan officers without having to visit a branch office.
On the same occasion, the Coordinator of Advocacy for BPJS Watch, Timbul Siregar, appreciated the steps taken by BPJS Kesehatan to bring services closer to the community through Mobile BPJS.
“The presence of Mobile BPJS is a form of responsive service to community needs. Proactive outreach services like this are very helpful for participants to resolve JKN membership administrative needs without having to travel long distances,” he said.
Meanwhile, the Head of the Warnasari Health Centre in Pangalengan, Eli Rosmalia, expressed that the health centre also plays a role in helping participants understand various information related to JKN membership administration. For example, providing education regarding the procedures for reactivating membership for participants who were previously deactivated, among others.
“The health centre will assist, but the activation process remains the authority of the Social Services Department in accordance with applicable regulations,” she said.
Beyond administrative aspects, Eli noted that the health centre also plays an important role in providing health education to JKN participants through promotive and preventive efforts, including encouraging the community to adopt healthy lifestyles and engage in disease prevention.