Patient Experience Manager
- We are hiring immediately for a XXX position.
- Location: Note: online applications accepted only.
- Schedule:
- Requirement:
- Pay Range: [[cust_StartingPayRate]] per hour to [[cust_MaxPayRate]] per hour.
Make a difference in the lives of people, your community, and yourself. Join a culture of opportunity with Crothall Healthcare. Our careers are filled with purpose and empower you to transform healthcare experiences. Take a look for yourself at the Power of Clean!
Crothall Healthcare is a Compass One Healthcare sector that provides specialized, high-quality, innovative, and responsive support services exclusively to the healthcare industry. Crothall is the market leader in Environmental Services (EVS), and many of the almost 1,300 accounts it serves are recognized as U.S. News & World Report ranked Top Hospitals and Health Systems. Crothall has been recognized as one of Modern Healthcare’s Best Places to Work, and Best Place to Work in Pennsylvania, since 2013. Crothall has almost 30,000 dedicated team members across its core services, which include: Environmental Services, Patient Transportation, Patient Observation, Facilities Management, Healthcare Technology Solutions, Ambulatory Services, and Sterile Processing.
Job Summary
Job 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 unit
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 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.
Preferred 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 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 FOR OUR TEAM MEMBERS
- Full-time and part-time positions are offered the following benefits: Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identify Theft Protection, Pet Insurance, and other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
- Full-time positions also offer the following benefits to associates: Medical, Dental, Vision, Life Insurance/AD, Disability Insurance, Commuter Benefits, Employee Assistance Program, Flexible Spending Accounts (FSAs)
Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here for paid time off benefits information.
Crothall is a member of Compass Group. 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.
Applications are accepted on an ongoing basis.
Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply.
Crothall maintains a drug-free workplace.
Job Segment:
Housekeeping, Hospitality
