Patient Experience Lead - Healthcare

Crothall Healthcare; Lexington (KY); On-site; USD 53,000 - 55,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Flexible Time Off

Holiday Time Off

Job summary

Crothall Healthcare is seeking a Patient Experience Coordinator to coordinate and direct patient experience activities within the assigned system, ensuring the highest client and patient satisfaction levels and account retention.

You will monitor initiatives, administer surveys, and collaborate with on-site management and hospital committees to meet service goals, while complying with CMS and JCAHO regulations and driving overall account performance.

Qualifications

• HS diploma/GED or equivalent; 4 year degree preferred.
• 2-3 years in-servicing experience in customer service training.
• 3-4 years experience in service-oriented operations.
• Excellent organizational skills and ability to multi-task.
• Proficient in Windows-based office software (MS Office: Word, Excel, PowerPoint, Outlook).

Responsibilities

• Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance.
• Maintains client satisfaction to ensure account retention.
• Administers required client surveys and responds in a timely manner.
• Monitors and ensures compliance, progression, and follow-up of patient satisfaction initiatives.
• Assists in developing and monitoring a department patient satisfaction action plan.
• Participates in hospital committees as needed.
• Ensures compliance with CMS and JCAHO.
• Promotes regional patient satisfaction progress and marketing success.
• Keeps aware of patient satisfaction updates and industry conditions.
• Works with on-site management to reach goals.
• Participates in monthly conference calls on patient experience updates.
• Attends training sessions and provides recognition when programs succeed.
• Prepares development and training plans for patient satisfaction success.
• Composes patient satisfaction reports for management.
• Implements forms and standardizes operations for patient satisfaction.

Skills

Customer service training

Coaching

Organizational skills

Multi-tasking

Microsoft Office

Education

HS diploma/GED

4 year degree preferred

Tools

Microsoft Office Suite

Job description

Crothall Healthcare is seeking a Patient Experience Coordinator to coordinate and direct patient experience activities within the assigned system, ensuring the highest client and patient satisfaction levels and account retention.

You will monitor initiatives, administer surveys, and collaborate with on-site management and hospital committees to meet service goals, while complying with CMS and JCAHO regulations and driving overall account performance.