Patient Experience Director

2 weeks ago

Charlottesville, Virginia, United States Compass Group, North America Full time
Job Summary

We are seeking a highly skilled Patient Experience Manager to join our team at Compass Group, North America. 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 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
  • Administer 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 monitoring a department/unit patient satisfaction action plan to meet each account's needs
  • Participate and add value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
  • Ensure compliance with all regulatory agencies (CMS, JCAHO)
  • Increases regional patient satisfaction performance by promoting and monitoring 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
  • 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 Patient Experience Department learning sessions including monthly educational webinars
  • Provides 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

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

Benefits:

  • Medical
  • Dental
  • Vision
  • Life Insurance/AD
  • Disability Insurance
  • Retirement Plan
  • Flexible Time Off
  • Holiday Time Off (varies by site/state)
  • Associate Shopping Program
  • Health and Wellness Programs
  • Discount Marketplace
  • Identity Theft Protection
  • Pet Insurance
  • Commuter Benefits
  • Employee Assistance Program
  • Flexible Spending Accounts (FSAs)

About Compass Group, North America:

Compass Group, North America is a leading food and support services company that provides a wide range of services to healthcare, education, and business and industry clients. We are committed to providing our customers with high-quality food and support services that meet their unique needs and preferences.

Equal Opportunity Employer:

Compass Group, North America 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.

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