Patient Experience Director

3 weeks ago

Cape May Court House Middle Township NJ USA, United States Compass Group, North America Full time
Job Summary

We are seeking a highly skilled Patient Experience Manager to join our team at Crothall Healthcare. 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 and analyze 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.
  • Develop and customize department/unit patient satisfaction action plans to meet each account's needs.
  • Participate in hospital committees as necessary, including the Patient Satisfaction Committee, Nursing, Administration, and HCAHPS Committee.
  • 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 awareness of patient satisfaction updates and industry conditions.
  • 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 and identify opportunities for recognition and reward.
  • Provide recognition for employees when programs are implemented with success.
  • Responsible for preparation and implementation of specific development and training plans for patient satisfaction success.
  • Compose patient satisfaction reports as needed for 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-service 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.
Benefits:
  • Medical, dental, vision, life insurance, and disability insurance.
  • Retirement plan, flexible time off, and holiday time off.
  • Associate shopping program, health and wellness programs, discount marketplace, and identity theft protection.
  • Pet insurance, commuter benefits, and employee assistance program.
  • Flexible spending accounts (FSAs).

Crothall Healthcare is a member of Compass Group USA. We are an equal opportunity employer and 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.

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