System Patient Experience Manager

4 weeks ago

Perry Hall, Maryland, United States Compass Group, North America Full time
Job Summary

As a System Patient Experience Manager at Compass Group, North America, you will play a crucial role in managing and coordinating patient experience activities across various units. Your primary objective will be to improve patient satisfaction scores, working closely with unit leadership and other Patient Experience Managers.

Key Responsibilities:
  • Track and manage financial incentives, penalties, and reporting related to patient satisfaction performance.
  • Maintain and support client satisfaction at a level that ensures account retention.
  • Administer required client/customer surveys and respond in a timely and effective manner.
  • Monitor and ensure compliance with patient satisfaction initiatives, including progression and follow-up.
  • Assist in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account's needs.
  • Participate and add value to hospital committees as necessary, such as the Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.
  • Ensure compliance with all regulatory agencies, including CMS and JCAHO.
  • Increase regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success.
  • Maintain an awareness of patient satisfaction updates and industry conditions, including internal and external to the accounts and districts.
  • Work closely with on-site management teams to reach operational goals.
  • Participate in 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.
  • Participate in all PE Department learning sessions, including monthly educational webinars.
  • Provide recognition for employees when programs are implemented with success.
  • Prepare and implement development and training plans for patient satisfaction success.
  • Compose patient satisfaction reports as needed to management.
Preferred Qualifications:
  • 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 Microsoft Office, Word, Excel, PowerPoint, and Outlook.
  • Exhibits initiative, responsibility, flexibility, and leadership.
  • Possesses a thorough knowledge of contract administration and office procedures.
  • Fiscal and budgetary skills.

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