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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

Job Summary

Position Summary:

The System Patient Experience Manager serves as the primary representative of Morrison Healthcare for his/her designated hospital system.  He/she is responsible for successfully coordinating and directing all patient experience activities within the assigned system through subordinate Patient Experience Managers/Patient Ambassadors (if applicable) and with unit managers and directors.  The System Patient Experience Manager will monitor ongoing, and selectively negotiate 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.  In carrying out assigned responsibilities, the System Patient Experience Manager must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.

This position will oversee accounts within a designated system or will oversee Patient Experience Managers within a specific hospital.


Essential Duties and Responsibilities:


Achieve Budget/Financial Responsibilities (5%)

  • Tracks financial incentives and penalties as tied to patient satisfaction performance.
  • Operates within budget.

Customer Relations (15%)

  • Maintains and supports client satisfaction at a level that ensures account retention.

Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner.

Operation Excellence (60%)

  • Responsible for implementation and effectiveness of patient satisfaction programs in each assigned account within the system for compliance with corporate and division standards.
  • Takes necessary actions to ensure that all corporate quality and service standards are met.
  • Ensures compliance with all regulatory agencies (CMS, TJC).

Responsible for monitoring compliance with the agreed upon corporate and divisional patient satisfaction programs.

People Management (10%)

  • Responsible for mentorship and direct supervision of on-site Patient Experience Manager/Patient Ambassadors as appropriate at designated account(s).
  • Assists in the human resource planning process to support implementation of human resource strategies and tactics including proper staffing levels.
  • Assists in selection of on-site Patient Experience Managers/Patient Ambassadors as required.


Administration (10%)

  • Evaluates programs, their alignment with goals and reports to operational teams as necessary.
  • Assists with on-site reporting and communication.
  • Plans, organizes, directs, coordinates and supervises patient satisfaction functions and activities of the department.



Required Education

* High School Diploma, GED preferred or equivalent combination of education and experience.



* Bachelor’s Degree or equivalent combination of education and experience.



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Crothall is a member of Compass Group USA

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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.

Nearest Major Market: Philadelphia

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