SR REGIONAL PATIENT EXPERIENCE DIRECTOR ( COMPASS HEALTHCARE) WEST COAST

About the role

Compass Healthcare is a leading provider of support services to the healthcare industry, unifying the specialized expertise of Crothall Healthcare, Intelas, Morrison Healthcare, Touchpoint Support Services, and Unidine Healthcare. With its collective 100 years of experience, Compass Healthcare is at home in healthcare, partnering with healthcare organizations nationwide to deliver safer, more seamless care through innovative, integrated, and transformational support services.

Key Responsibilities

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance
• Maintains and supports client satisfaction at a level that ensures account retention
• Affords assistance in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Conducts frequent on-site audits of high incentive/high risk accounts to confirm implementation of Compass One patient satisfaction strategies
• Connects with National Director, Patient Experience and the other Regional Patient Experience Managers regularly to discuss obstacles, national trends, national efforts, region goals, and progress
• Affords assistance in the bid and selling process as required
• Visits selected priority accounts on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs
• Affords assistance in the HR planning process to support implementation of strategies and tactics including proper staffing levels
• Interviews and affords assistance in the selection of on-site Patient Experience leaders
• Works with on-site management team to develop the region's patient satisfaction plan for customer service initiatives and ensures its successful implementation
• Coaches and evaluates on-site Patient Experience Managers; provides continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth

Qualifications

• Bachelor’s Degree in healthcare administration, hospitality, hotel and restaurant, and/or business or equivalent combination of education and experience
• 5-7 years experience in service-oriented operations; hospitality and/or healthcare experience preferred
• 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
• Exhibits initiative, responsibility, flexibility and leadership
• Fiscal and budgetary skills