Data-Driven Patient Experience Systems Leader

Crothall Healthcare; Hinsdale (IL); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

Retirement Plan

Flexible Time Off

Holiday Time Off

Commuter Benefits

Employee Assistance Program

FSAs

Paid Parental Leave

Personal Leave

Job summary

Crothall Healthcare in Illinois is seeking a System Patient Experience Manager to drive engagement and satisfaction across a local hospital system. You will coordinate activities with leadership to create safe, positive moments for patients.

Responsibilities include coordinating surveys, developing patient satisfaction action plans, ensuring compliance with CMS/JCAHO, and contributing to hospital committees to improve service.

Qualifications

• HS diploma/GED or comparable education; 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 Windows based office software including Word, Excel, PowerPoint and Outlook.

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

Skills

Customer service operations

Data analysis

Verbal & written communication

Microsoft Office

Education

HS diploma or GED

4-year degree preferred

Tools

Microsoft Office Suite

Job description

Crothall Healthcare in Illinois is seeking a System Patient Experience Manager to drive engagement and satisfaction across a local hospital system. You will coordinate activities with leadership to create safe, positive moments for patients.

Responsibilities include coordinating surveys, developing patient satisfaction action plans, ensuring compliance with CMS/JCAHO, and contributing to hospital committees to improve service.