Patient Experience Manager

Crothall Healthcare Salary: Other Forms of Compensation: Pay Grade: 12 Crothall Healthcare is a Compass One Company that provides specialized, high-quality, innovative, and responsive support services exclusively to the healthcare industry. Crothall serves many of the Top 100 Hospitals throughout its over 1300 healthcare service teams in 46 states. Crothall has been recognized as one of Modern Healthcare’s Best Places to Work and Best Places to Work in Pennsylvania since 2013 and Becker's Top 150 Places to Work since 2016. A division of Compass Group USA, we have more than 26,000 team members. Our core services include: Environmental Services, Patient Transportation, Laundry & Linen, Facilities Management, Healthcare Technology Solutions, and Ambulatory EVS. Learn more at www.Crothall.com.Job SummaryJob Summary:Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system/account patient satisfaction initiatives in order to assure highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals and future business growth plans. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.Key Responsibilities:Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unitMaintains and supports client satisfaction at a level that ensures account retentionAdministers required client/customer surveys and responds in a timely and effective mannerMonitors and ensures compliance, progression, and follow-up of any patient satisfaction initiativesAssists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needsParticipates 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 successMaintains an awareness of the patient satisfaction updates and industry conditions including internal and external to the accounts and districtsWorks closely with on-site management team to reach operational goalsParticipates 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 recognizeParticipates in all Patient Experience Department learning sessions including monthly educational webinarsProvides recognition for employee when programs are implemented with successResponsible for preparation and implementation of specific development and training specific plans for patient satisfaction successCompose patient satisfaction reports as needed to management. Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.Preferred Qualifications:HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred2-3 years in-servicing experience in customer service trainingHospitality and healthcare experience preferred3-4 years experience in service-oriented operationsGood coaching and on the job training skills requiredExcellent organizational skills and ability to multi-task essentialProficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and OutlookApply to Crothall today!Crothall is a member of Compass Group USAClick here to Learn More about the Compass Story (http://www.compass-usa.com/our-story/) Compass Group is an equal opportunity employer. At Compass, 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.Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.Crothall maintains a drug-free workplace.Applications are accepted on an ongoing basis.Associates at Crothall are offered many fantastic 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)

Req ID: 1300576 Crothall Healthcare CINDY SWIDERSKI [[reqclassification]]