Objective: Case manager or patient service manager (PSM) is a novel concept in Indonesian hospitals which came along with the hospital accreditation standard introduced in 2012. There are still many shortcomings in its implementation. This study aimed to explore the experience of the new case manager in carrying out their duties at the hospital.

Method: This study used phenomenological approach. Data collection was done through in-depth interviews with 10 participants. Data were analysed by using the Colaizzi’s method.

Results: This study identified six themes: 1) Case manager being assigned to support hospital accreditation on the ground of qualification in a tiered-based system, 2) new case manager are needing adaptation process, 3) carrying out the case manager roles and functions requiring extensive knowledge and skills, 4) working a highly structured and systematic work, 5) meeting the needs of patient and family holistically, 6) receiving appreciation and support from patients and families, colleagues, and hospital.

Conclusions: The hospital that has just established or will establish case manager system needs to increase support in the form of debriefing. The topics may include interprofessional collaboration, service coordination, holistic patient care approach, preceptorship activities for new case manager candidates, and facility support to support the case manager's performance.

Keywords: care coordination, case manager, holistic care, patient-centered care, patient service manager