Patient Experience Director

5 days ago

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

We are seeking a highly skilled Patient Experience Director to join our team at Compass Group, North America. As a key member of our operations team, you will be responsible for coordinating and directing all patient experience activities within our assigned system.

Key Responsibilities:
  • Track financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective units.
  • 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, progression, and follow-up of any patient satisfaction initiatives.
  • 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 (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.).
  • Ensure compliance with all regulatory agencies (CMS, JCAHO).
  • Increase regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success.
  • Maintain an awareness of the patient satisfaction updates and industry conditions including internal and external to the accounts and districts.
  • Work closely with on-site management team to reach operational goals.
  • Participate 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.
  • Participate in all Patient Experience Department learning sessions including monthly educational webinars.
  • Provide 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.
Requirements:
  • 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.

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