Patient Experience Systems Lead — Hospital Care

Compass Group USA; Walnut Hills (OH); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Flexible Time Off

Holiday Time Off

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Personal Leave

Job summary

Crothall Healthcare, a Compass Healthcare company, seeks a System Patient Experience Manager to coordinate all patient experience activities with unit leadership to improve satisfaction scores. You will manage other Patient Experience Managers and align efforts with hospital leadership.

Responsibilities include tracking incentives, maintaining client satisfaction, administering surveys, monitoring compliance, and developing action plans to meet account needs.

Qualifications

• HS diploma/GED or equivalent with experience; 4 year degree preferred.
• 2-3 years in-servicing experience in customer service training.
• Hospitality and healthcare experience preferred.
• 3-4 years in service-oriented operations.
• Coaching and on‑the‑job training skills required.
• Excellent organizational skills and ability to multi-task.
• Proficient in Windows office software (Microsoft Office, Word, Excel, PowerPoint, Outlook).
• Initiative, responsibility, flexibility and leadership.
• Knowledge of contract administration and office procedures.
• Fiscal and budgetary skills.

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 patient satisfaction initiatives.
• Develop and monitor action plans to meet account needs.
• Participate in hospital committees as needed (e.g., Patient Satisfaction, Nursing).
• Promote patient satisfaction progress regionally and monitor trends.
• Collaborate with on‑site management to reach operational goals.
• Engage in monthly calls to share updates and opportunities.

Skills

Leadership

Coaching

Organizational skills

Multi-tasking

Customer service

Communication

Education

HS diploma/GED

4 year degree preferred

Tools

Microsoft Office

Word

Excel

PowerPoint

Outlook

Job description

Crothall Healthcare, a Compass Healthcare company, seeks a System Patient Experience Manager to coordinate all patient experience activities with unit leadership to improve satisfaction scores. You will manage other Patient Experience Managers and align efforts with hospital leadership.

Responsibilities include tracking incentives, maintaining client satisfaction, administering surveys, monitoring compliance, and developing action plans to meet account needs.