Patient Experience Systems Leader

Compass Group USA; Towson (MD); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

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

Job summary

Crothall Healthcare, a Compass Group USA company, Towson, MD, seeks a Patient Experience System Manager to oversee patient experience activities and coordinate with unit leadership to improve satisfaction scores.

The role involves tracking incentives, surveys, and compliance, plus developing action plans and serving on hospital committees. Hospitality and healthcare experience are preferred; strong organizational and coaching skills are essential.

Qualifications

• HS diploma/GED or equivalent combination of education and experience.
• 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.

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

Customer service training

Coaching

Organizational skills

Multi-tasking

Leadership

Windows Office

Education

HS diploma/GED

4 year degree preferred

Tools

Microsoft Office

Job description

Crothall Healthcare, a Compass Group USA company, Towson, MD, seeks a Patient Experience System Manager to oversee patient experience activities and coordinate with unit leadership to improve satisfaction scores.

The role involves tracking incentives, surveys, and compliance, plus developing action plans and serving on hospital committees. Hospitality and healthcare experience are preferred; strong organizational and coaching skills are essential.