Client Engagement Manager

2 weeks ago


Brooklyn, New York, United States Compass Group Careers Full time
Job Overview

Position: Patient Experience Manager

Salary: $62,400

Compensation Structure: Additional benefits available

Pay Grade: 12

Company Overview: Crothall Healthcare, a division of Compass Group USA, specializes in delivering high-quality support services tailored exclusively for the healthcare sector. With over 1300 service teams across 46 states, we proudly serve many of the Top 100 Hospitals. Recognized as one of Modern Healthcare's Best Places to Work since 2013, we prioritize employee satisfaction and excellence in service delivery.

Role Summary

As the Patient Experience Manager, you will oversee and enhance all patient experience initiatives in collaboration with unit leadership, aiming to elevate patient satisfaction metrics.

Key Responsibilities:
  • Monitor financial incentives and penalties related to patient satisfaction for your unit.
  • Ensure client satisfaction to promote account retention.
  • Facilitate necessary client/customer surveys and respond promptly.
  • Track compliance and progress of patient satisfaction initiatives.
  • Assist in the development and monitoring of tailored patient satisfaction action plans.
  • Engage in hospital committees relevant to patient satisfaction.
  • Ensure adherence to all regulatory standards.
  • Boost regional patient engagement scores through effective marketing strategies.
  • Stay informed on patient satisfaction trends and industry developments.
  • Collaborate closely with the on-site management team to achieve operational objectives.
  • Participate in monthly discussions with fellow Patient Experience Managers to share updates and trends.
  • Engage in ongoing educational sessions within the Patient Experience Department.
  • Recognize team members for successful program implementations.
  • Prepare and execute specific training plans aimed at enhancing patient satisfaction.
  • Generate patient satisfaction reports for management as required.
  • Standardize forms and data to ensure operational success in patient satisfaction.
Qualifications:
  • High School diploma/GED or equivalent; a four-year degree is preferred.
  • 2-3 years of experience in customer service training.
  • Experience in hospitality and healthcare is advantageous.
  • 3-4 years in service-oriented operations.
  • Strong mentoring and training abilities.
  • Bilingual in English and Spanish is preferred.
  • Exceptional organizational skills and the ability to manage multiple tasks.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Benefits: Crothall offers a comprehensive benefits package including medical, dental, vision, life insurance, retirement plans, flexible time off, and various wellness programs.

Equal Opportunity Employer: Compass Group is committed to fair treatment for all applicants and associates, regardless of race, national origin, gender, age, disability, or any other classification protected by law.



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