Patient Experience Manager

1 month ago


Charleston, West Virginia, United States Compass Group USA Full time
Job Summary

We are seeking a highly motivated and experienced Patient Experience Manager to join our team at Compass Group USA. As a Patient Experience Manager, you will be responsible for coordinating and advising all patient experience activities in collaboration with unit leadership to improve patient satisfaction scores.

Responsibilities:
  • Supervise financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
  • Maintain and support client satisfaction at a level that ensures account retention
  • Coordinate 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 supervising a department/unit patient satisfaction action plan to meet each account's needs
  • Participate and make valuable contributions 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 supervising 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 find 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
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 customer focused operations
  • Good coaching and on the job training skills required
  • Excellent interpersonal skills and ability to multi-task crucial
  • 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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