System Patient Experience Manager

About the role

Do you enjoy providing outstanding customer service? Working as the System Patient Experience Manager, you will be recognized for those efforts! Responsibilities include coordinating and directing a variety of activities in collaboration with leadership in order to create engaged, safe and positive moments for all patients of a local hospital system.

Responsibilities

• Interact with patients, caregivers, support services leaders and executive leadership regarding the performance of the housekeeping/environmental services department.
• Administer required client and customer surveys and responds in a timely and effective manner
• Assist in developing and customizing a patient satisfaction action plan to meet each account’s needs
• Maintain and supports the fulfillment of client objectives at a level that ensures account retention
• Make valuable contributions to hospital committees (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
• Ensure compliance with all regulatory agencies (CMS, JCAHO) and follow-up of any patient satisfaction initiatives
• Participate on monthly conference calls with fellow Patient Experience Managers and operations management to communicate updates, current trends, and find-opportunities to reward and recognize staff
• Participate in all Patient Experience Department learning sessions including monthly informative webinars
• Provide recognition for employee when programs are implemented with success

Qualifications

• HS diploma/GED or comparable combination of education and experience; 4 year degree preferred
• Hospitality and/or healthcare experience preferred
• At least three years of demonstrated experience in customer service operations
• Good coaching and on the job training skills required
• Strong data analytical skills and excellent verbal and written communication skills
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

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.

Pay

• Salary: $80,000 - $85,000 per year
• Other Forms of Compensation: Eligible for annual bonus