Experience Manager
Salary: $85,000- $90,000/yr
Other Forms of Compensation:
Pay Grade: 12
Crothall Healthcare, a Compass Healthcare company, 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 900 hospital partners across 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. Crothall has more than 32,000 team members, with core services include: Environmental Services, Patient Transportation, Patient Observation, Healthcare Facilities Management, Sterile Processing Services, and Ambulatory EVS. Learn more at www.Crothall.com.
Job Summary
The Experience Manager will be mainly focused on the Employee & Patient Experience, serving as the onsite champion for the full employee lifecycle while supporting patient experience initiatives. This role is designed with an approximate 50% focus on employee experience and talent acquisition and 50% focus on patient experience, with an expectation that this could shift depending on business needs. The position leads recruitment from requisition through onboarding, drives new hire success during the first 90 days, supports engagement and retention strategies, partners with operational leaders on associate relations, and helps sustain a culture of hospitality and service excellence for both employees and patients.
Key Responsibilities
• Own full-cycle recruitment including workforce planning, sourcing, interviewing, selection, offer coordination, onboarding, and new hire integration.
• Lead structured 30-60-90 day onboarding and assimilation programs to improve retention and engagement.
• Partner with leaders to ensure new employees receive training, mentorship, and performance support during the first 90 days.
• Monitor turnover, vacancy, retention, and engagement metrics and recommend action plans.
• Conduct stay interviews, exit interviews, and associate feedback sessions.
• Advise leaders on employee relations matters in partnership with HR leadership and corporate resources.
• Deliver training on company policies, culture, leadership expectations, and service excellence.
• Support employee recognition, engagement initiatives, and culture-building activities.
• Coordinate associate satisfaction surveys and action planning.
• Support patient experience programs, patient rounding, service recovery efforts, HCAHPS-related initiatives, and reporting.
• Analyze patient and employee experience data and present trends to site leadership.
• Participate on hospital committees and interdisciplinary teams focused on service excellence.
• Develop dashboards and reports to measure recruitment effectiveness, onboarding success, retention, engagement, and patient satisfaction outcomes
Qualifications
• Bachelor's degree in Human Resources, Business, Healthcare Administration, or related field preferred.
• 5+ years of progressive HR, recruitment, employee engagement, hospitality, patient experience, or healthcare leadership experience preferred.
• Knowledge of employment laws and HR best practices.
• Strong presentation, facilitation, coaching, and relationship-building skills.
• Ability to analyze metrics and translate data into action plans.
• Proficiency with Microsoft Office and HRIS/applicant tracking systems.
Success Measures
Success will be measured through recruitment fill rates, 90-day retention, employee engagement outcomes, turnover reduction, onboarding effectiveness, patient satisfaction metrics, and partnership with
Apply to Crothall today!
Crothall is a member of Compass Group USA
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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)
- Paid Parental Leave
- Personal Leave
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 or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Crothall.pdf
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.
Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/
Applications are accepted on an ongoing basis.
Crothall maintains a drug-free workplace.
Req ID: 1568639
Crothall Healthcare
ASHLEY VAVROCK
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