Patient Experience Program Lead

Crothall Healthcare; Towson (MD); On-site; USD 75,000 - 85,000; 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, a Compass Healthcare company, seeks a System Patient Experience Manager to lead patient experience initiatives across units in collaboration with leadership, driving satisfaction scores and program adherence. You will manage Patient Experience Managers and coordinate with hospital leadership.

The role emphasizes accountability for survey programs, reporting, and regulatory compliance while promoting regional patient satisfaction improvements and staff development.

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.
• 3-4 years experience in service-oriented operations.

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 PE Department learning sessions including monthly educational webinars.
• Provides recognition for employee when programs are implemented with success.
• Prepares and implements development and training plans for patient satisfaction success.
• Composes patient satisfaction reports as needed to management.

Skills

Organizational skills

Coaching

Leadership

Contract administration

Office procedures

initiative

Education

HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred

Tools

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Job description

Crothall Healthcare, a Compass Healthcare company, seeks a System Patient Experience Manager to lead patient experience initiatives across units in collaboration with leadership, driving satisfaction scores and program adherence. You will manage Patient Experience Managers and coordinate with hospital leadership.

The role emphasizes accountability for survey programs, reporting, and regulatory compliance while promoting regional patient satisfaction improvements and staff development.