System Patient Experience Manager
5 days ago
Job Summary:
The System Patient Experience Manager is responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership to improve patient satisfaction scores.
Key Responsibilities:
- Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective units.
- Maintains and supports client satisfaction at a level that ensures account retention.
- Administers required client/customer surveys and responds in a timely and effective manner.
- Monitors and ensures compliance, progression, and follow-up 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 adds value 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 satisfaction performance 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 on-site 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 identify opportunities to reward and recognize.
- Participates in all PE Department learning sessions including monthly educational webinars.
- Provides recognition for employee when programs are implemented with success.
- Prepares and implements development and training plans for patient satisfaction success.
- Composes patient satisfaction reports as needed to management.
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.
- Exhibits initiative, responsibility, flexibility, and leadership.
- Possesses a thorough knowledge of contract administration and office procedures.
- Fiscal and budgetary skills.
About Compass Group, North America:
Compass Group, North America is a leading foodservice and support services company that delivers high-quality, innovative dining and support services to healthcare, education, and business and industry clients. We are committed to making a positive impact in the lives of our associates, clients, and customers by providing exceptional service, supporting our communities, and promoting sustainability.
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