Patient Experience Manager

Crothall Healthcare; East Stroudsburg (Monroe County); On-site; USD 64,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Flexible Time Off

Holiday Time Off

Employee Assistance Program

Job summary

Crothall Healthcare is seeking a Patient Experience Manager to coordinate and direct patient experience activities across assigned sites in Pocono, Hazleton, Schuylkill, Dickson, Carbon, and Pocono Creek. You will ensure adherence to client, government, and corporate policies while driving high client satisfaction.

Travel will be required to multiple sites; must have reliable transportation and strong collaboration with on-site management and hospital committees.

Qualifications

• HS diploma or GED required; 4-year degree preferred.
• Experience in customer service training and service-oriented operations.
• Strong organizational and multitasking abilities.

Responsibilities

• Track incentives, penalties, and reporting tied to patient satisfaction.
• Maintain client satisfaction to support account retention.
• Administer client surveys and respond promptly.
• Monitor compliance and follow up on satisfaction initiatives.
• Develop and monitor action plans to meet account needs.
• Join hospital committees and contribute to patient experience goals.
• Ensure CMS/JCAHO compliance and regional performance improvements.
• Collaborate with site teams to achieve operational targets.
• Participate in monthly calls to share updates and recognize wins.
• Lead training sessions and develop staff development plans.
• Prepare patient satisfaction reports and standardize processes.

Education

HS diploma/GED

4 year degree preferred

Tools

MS Office

Word

Excel

PowerPoint

Outlook

Job description

Crothall Healthcare

Salary: $64,000- $65,000/yr

Other Forms of Compensation:

Pay Grade: 12

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. Crothall has more than 32,000 team members, with core services include: Environmental Services, Patient Transportation, Patient Observation, Healthcare Facilities Management, Sterile Processing Services, and Ambulatory EVS. Learn more at www.Crothall.com.

Job Summary

Please note: Must have reliable transportation and will be traveling to different sites located in: Pocono, Hazleton, Schuylkill, Dickson, Carbon, Pocono Creek

Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system/account patient satisfaction initiatives in order to assure highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals and future business growth plans. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.

Key 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 Patient Experience Department learning sessions including monthly educational webinars


• Provides recognition for employee when programs are implemented with success


• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success


• Compose patient satisfaction reports as needed to management.


• Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.

Preferred 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 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

Crothall is a member of Compass Group USA

Associates At Crothall Are Offered Many Fantastic 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. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Crothall.pdf

Compass Group is an equal opportunity employer.

At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/

Crothall maintains a drug-free workplace.

Crothall Healthcare