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Patient Experience Manager
2 months ago
Crothall Healthcare is seeking a Patient Experience Manager to join our team. 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 units.
- 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.
- 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.
Crothall Healthcare is a member of Compass Group USA. We offer a comprehensive benefits package, including medical, dental, vision, life insurance, disability insurance, retirement plan, flexible time off, holiday time off, associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, and flexible spending accounts (FSAs).
Crothall Healthcare is an equal opportunity employer. We 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.
