Patient Experience Systems Manager

Compass Group USA; Roanoke (VA); On-site; USD 70,000 - 95,000; 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 Group USA company, seeks a System Patient Experience Manager in Roanoke, VA to coordinate patient experience activities with unit leadership to improve patient satisfaction scores.

Responsibilities include tracking incentives/penalties, administering surveys, ensuring compliance, participating in hospital committees, and developing action plans to meet each account’s needs. Strong leadership and budgeting skills preferred.

Qualifications

• HS diploma/GED or equivalent; 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 Windows-based MS Office (Word, Excel, Outlook).
• Shows initiative, responsibility, flexibility and leadership.
• Knowledge of contract administration and office procedures.
• Fiscal and budgeting skills.

Responsibilities

• Tracks patient satisfaction incentives, penalties, and reporting for units.
• Maintains client satisfaction to support account retention.
• Administers client surveys and responds timely and effectively.
• Monitors compliance and follows up on patient satisfaction initiatives.
• Develops and monitors patient satisfaction action plans for accounts.
• Participates in hospital committees (e.g., Patient Satisfaction, Nursing, Administration).
• Ensures compliance with CMS, JCAHO, and other regulators.
• Promotes patient satisfaction progress and monitors external market conditions.
• Works with on-site management to reach operational goals.
• Participates in PE department learning sessions and webinars.
• Prepares and presents patient satisfaction reports to management.

Skills

Customer service

Healthcare experience

Coaching skills

Office software

Organizational skills

Multi-tasking

Leadership

Budgeting

Education

HS diploma/GED

4-year degree preferred

Tools

MS Office

Job description

Crothall Healthcare, a Compass Group USA company, seeks a System Patient Experience Manager in Roanoke, VA to coordinate patient experience activities with unit leadership to improve patient satisfaction scores.

Responsibilities include tracking incentives/penalties, administering surveys, ensuring compliance, participating in hospital committees, and developing action plans to meet each account’s needs. Strong leadership and budgeting skills preferred.