ABSTRACT
BPJS Kesehatan, an institution appointed by the Indonesian Government implementing National Health Insurance Program, needs to implement business process management to run effective business processes to achieve performance targets. This study aims to analyze the effect of business process management on business process performance and organizational performance by quantitatively distributing questionnaires to 71 BPJS Kesehatan Branch Offices spread over 29 provinces in Indonesia. The Partial Least Square-Structural Equation Modelingapproach was employed to process the data, and the measurement items were adopted from previous studies. The results indicated that business process management had a significant and positive effect on organizational performance through the mediation of business process performance. This study is expected to help BPJS Kesehatan managers to better manage business process management, and recommend the insurance industry improve business process management to achieve higher firm performances.
