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Patient Experience Manager
3 months ago
Salary: 62,500
Other Forms of Compensation:
Pay Grade:12
Job Summary:
Working as the Patient Experience Manager, you are responsible for coordinating and directing all patient experience activities in collaboration with unit leadership in order to improve patient satisfaction scores.
Responsibilities:
- Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
- Maintains and supports client happiness at a level that ensures account retention
- Coordinates required client/customer surveys and responds in a timely and effective manner
- Monitors and ensures compliance, progression, and followup of any patient satisfaction initiatives
- Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account's needs
- Participates and contributes to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
- Ensures compliance with all regulatory agencies (CMS, JCAHO)
- Increases regional patient engagement scores by promoting and monitoring patient satisfaction progress and exploiting marketing success
- Maintains an awareness of the patient satisfaction updates and industry conditions including internal and external to the accounts and districts
- Works closely with onsite management team to reach operational goals
- Participates on monthly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and find opportunities to reward and recognize
- Participates in all Patient Experience Department learning sessions including monthly educational webinars
- Provides 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
- Compose patient satisfaction reports as needed to management.
- Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.
Qualifications:
- HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred
- 23 years inservicing experience in customer service training
- Hospitality and healthcare experience preferred
- 34 years experience in serviceoriented operations
- Good mentor and on the job training skills required
Bilingual
- English and Spanish speaking preferred
- Excellent organizational skills and ability to multitask essential
- Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
- Crothall is a member of Compass Group USA_
Click here to Learn More about the Compass Story
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.
Crothall maintains a drug-free workplace.
Applications are accepted on an ongoing basis.
Associates at Crothall
are offered many fantastic benefits.
- Medical
- Dental
- Vision
- Life Insurance/ AD
- Disability Insurance
- Retirement Plan
- Flexible Time Off
- Holiday Time Off (varies by site/state)
- Associate Shopping Program
- Health and Wellness Programs
- Discount Marketplace
- Identity Theft Protection
- Pet Insurance
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts (FSAs)
Req ID:1318626
Crothall Healthcare
JANELLE C. ALLEN
req_classification
