SYSTEM PATIENT EXPERIENCE MANAGER

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.

About the role

As the System Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership to improve patient satisfaction scores, including management of other Patient Experience Managers.

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 PE Department learning sessions including monthly educational webinars
• Provides recognition for employees when programs are implemented with success
• Prepares and implements development and training plans for patient satisfaction success
• Composes patient satisfaction reports as needed to management

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
• Excellent organizational skills and ability to multi-task essential
• Proficient in the use of Windows-based office software including Microsoft Office, Word, Excel, PowerPoint, and Outlook
• Exhibits initiative, responsibility, flexibility, and leadership
• Possesses a thorough knowledge of contract administration and office procedures
• Fiscal and budgetary skills

Benefits

• Medical, Dental, Vision
• Life Insurance / AD&D
• 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.