MGR, PATIENT SERVICE - OLYMPIA, WA

About the role

As a Patient Service Manager you are responsible for successfully coordinating and directing all patient experience activities within the assigned system. You will monitor and negotiate matters related to patient satisfaction initiatives to ensure the highest client and customer satisfaction levels, account retention, strong employee relations, achievement of financial goals, and future business growth. You must ensure that all personnel under your operational influence comply with client, government, corporate, and division policies and procedures.

Responsibilities

• Track financial incentives, penalties, and reporting tied to patient satisfaction performance for the respective unit.
• 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 (e.g., Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee).
• Ensure compliance with all regulatory agencies (CMS, JCAHO).
• Increase regional patient satisfaction performance by promoting and monitoring progress and exploiting marketing success.
• Maintain awareness of patient‑satisfaction updates and industry conditions, both internal and external to the accounts and districts.
• Work closely with the on‑site management team to reach operational goals.
• Participate in monthly conference calls with fellow Patient Service Managers and operations management to communicate updates, trends, and identify opportunities to reward and recognize.
• Attend all Patient Service Manager Department learning sessions, including monthly educational webinars.
• Provide recognition for employees when programs are implemented successfully.
• Prepare and implement specific development and training plans for patient‑satisfaction success.
• Compose patient‑satisfaction reports as needed for management.
• Implement forms, data, and ensure standardization for departmental patient‑satisfaction operations.

Preferred Qualifications

• High school diploma/GED or equivalent; 4‑year degree preferred.
• 2‑3 years of in‑servicing experience in customer service training, hospitality, and healthcare.
• 3‑4 years experience in service‑oriented operations.

Skills

• Good coaching and on‑the‑job training skills.
• Excellent organizational skills and ability to multi‑task.
• Proficiency with Windows‑based office software, including Microsoft Word, Excel, PowerPoint, and Outlook.

Benefits

• Retirement plan and associate shopping program.
• Health and wellness programs, discount marketplace, and identity theft protection.
• Pet insurance and voluntary benefits such as critical illness, accident, hospital indemnity, legal services, and choice auto and home programs.
• Full‑time positions also include medical, dental, vision, life insurance/AD, disability insurance, commuter benefits, employee assistance program, and flexible spending accounts (FSAs).
• Paid and/or unpaid time‑off benefits in accordance with applicable federal, state, and local laws.