Job Description

Patient Experience Manager

Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system/account patient satisfaction initiatives in order to assure highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals and future business growth plans. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.

Key responsibilities include:

• Tracking financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
• Maintaining and supporting client satisfaction at a level that ensures account retention
• Administering required client/customer surveys and responding in a timely and effective manner
• Monitoring and ensuring compliance, progression, and follow-up of any patient satisfaction initiatives
• Assisting in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account's needs
• Participating and adding value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
• Ensuring compliance with all regulatory agencies (CMS, JCAHO)
• Increasing regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Maintaining an awareness of the patient satisfaction updates and industry conditions including internal and external to the accounts and districts
• Working closely with on-site management team to reach operational goals
• Participating on monthly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize
• Participating in all Patient Experience Department learning sessions including monthly educational webinars
• Providing recognition for employee when programs are implemented with success
• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success
• Compos[ing] patient satisfaction reports as needed to management
• Implementing forms, data, and ensuring standardization for departmental patient satisfaction operations success

Preferred qualifications include:

• HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred
• 2-3 years in-servicing experience in customer service training
• Hospitality and healthcare experience preferred
• 3-4 years experience in service-oriented operations
• Good coaching and on the job training skills required
• Excellent organizational skills and ability to multi-task essential
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

Associates at Crothall are offered many fantastic benefits including medical, dental, vision, life insurance/AD, disability insurance, retirement plan, flexible time off, holiday time off, associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, flexible spending accounts, paid parental leave, and personal leave.

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.

Applications are accepted on an ongoing basis.

Crothall maintains a drug-free workplace.

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