Remote System Patient Experience Leader

Compass Group USA; Baltimore (MD); 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

Personal Leave

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Job summary

Morrison Healthcare in Bel Air, MD is seeking a System Patient Experience Manager to lead patient satisfaction initiatives across units, coordinating with leadership to drive improvements and ensure client retention.

The role requires strong customer service training, healthcare and hospitality experience, and the ability to manage multiple projects, participate in hospital committees, and monitor regulatory compliance.

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 office software including MS Office, Word, Excel, PowerPoint and Outlook.
• Exhibits initiative, responsibility, flexibility and leadership.
• Possesses a thorough knowledge of contract administration and office procedures.
• Fiscal and budgetary skills.

Responsibilities

• Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance for respective unit.
• Maintains and supports client satisfaction at a level that ensures account retention.
• Administers required client 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 (e.g. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee).
• 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

Hospitality experience

Healthcare experience

Coaching and training

Organizational skills

MS Office

Education

HS diploma/GED

Bachelor's degree preferred

Tools

Microsoft Office

Excel

PowerPoint

Job description

Morrison Healthcare in Bel Air, MD is seeking a System Patient Experience Manager to lead patient satisfaction initiatives across units, coordinating with leadership to drive improvements and ensure client retention.

The role requires strong customer service training, healthcare and hospitality experience, and the ability to manage multiple projects, participate in hospital committees, and monitor regulatory compliance.