Patient Experience Manager

Compass Group USA; Pearland (TX); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance

Disability Insurance

Retirement Plan

Flexible Time Off

Holiday Time Off

Job summary

Crothall Healthcare, a Compass Group USA company, seeks a Patient Experience Manager to lead patient satisfaction initiatives and collaborate with leadership to create engaged, safe, and positive moments for patients in the hospital environment services setting.

You will administer client surveys, develop action plans, and support account objectives while ensuring compliance with CMS/JCAHO and contributing to continuous improvement and staff recognition.

Qualifications

• Validates patient experience data and supports improvement initiatives.
• Strong communication and leadership skills to interact with hospital leaders.
• Experience in customer service operations, preferably in healthcare.
• Hospitality/healthcare background is preferred.

Responsibilities

• Coordinate and direct activities with leadership to improve patient experiences.
• Administer client and patient surveys and respond promptly.
• Develop and customize a patient satisfaction action plan for each account.
• Support client objectives and assist with account retention.
• Participate in hospital committees related to patient satisfaction and quality.

Skills

Data analysis

Verbal and written communication

Coaching and training

Microsoft Office

Education

HS diploma/GED

Bachelor’s degree preferred

Tools

Windows Office (Word, Excel, PowerPoint, Outlook)

Job description

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 .

Other Forms of Compensation:Eligible for annual bonus

Job Summary

Do you enjoy providing outstanding customer service? Working as the 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.

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

Crothall is a member of Compass Group USA

Associates at Crothall are offered many fantastic benefits.

• Medical
• 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
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• 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.

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.

Applications are accepted on an ongoing basis.

Crothall maintains a drug-free workplace.