System Patient Experience Manager

Crothall Healthcare; Houston (TX); On-site; USD 90,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

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

Commuter Benefits

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Paid Parental Leave

Personal Leave

Job summary

Crothall Healthcare in Houston seeks a System Patient Experience Manager to coordinate activities with hospital leadership and improve patient satisfaction. You will track incentives, ensure compliance, and support surveys and reporting.

Ideal candidates have 2-3 years in service-oriented operations, strong coaching and organizational skills, and proficiency with Windows Office. This role offers competitive salary and benefits with an emphasis on quality patient care.

Qualifications

• HS diploma/GED or equivalent required; 4 year degree preferred.
• 2-3 years in-servicing experience in customer service training is beneficial.
• Hospitality and healthcare experience preferred.
• 3-4 years experience in service-oriented operations.
• Proficient in Windows based office software including Word, Excel, PowerPoint, Outlook.

Responsibilities

• Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance.
• Maintains and supports client satisfaction at a level that ensures account retention.
• Administers required client surveys and responds promptly and effectively.
• Monitors and ensures compliance, progression, and follow-up of patient satisfaction initiatives.
• Assists in developing and monitoring patient satisfaction action plans to meet each account’s needs.
• Participates in hospital committees related to patient satisfaction and administration.
• Ensures compliance with CMS, JCAHO regulations.
• Promotes and monitors patient satisfaction progress across regions.

Skills

Customer service

Leadership

Coaching

Multitasking

Organizational skills

Windows Office

Budgeting

Contract administration

Education

HS diploma/GED or equivalent

4 year degree preferred

Tools

Microsoft Office

Word

Excel

PowerPoint

Outlook

Job description

Crothall Healthcare

Crothall Healthcare, a Compass Healthcare company, provides specialized, high-quality, innovative, and responsive support services exclusively to the healthcare industry. Crothall serves many of the Top 100 Hospitals throughout its over 900 hospital partners across 46 states. Crothall has been recognized as one of Modern Healthcare’s Best Places to Work and Best Places to Work in Pennsylvania since 2013. Crothall has more than 32,000 team members, with core services include: Environmental Services, Patient Transportation, Patient Observation, Healthcare Facilities Management, Sterile Processing Services, and Ambulatory EVS. Learn more at www.Crothall.com.

Salary: $90,000.00-$95,000.00 Other Forms of Compensation: Eligible for annual bonus

Job Summary

Do you enjoy providing outstanding customer service? Working as the System Patient Experience Manager, you will be recognized for those efforts! Responsibilities include coordinating and directing a variety of activities in collaboration with leadership in order to create engaged, safe and positive moments for all patients.

Key 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

Preferred 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
• 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 the use of Windows based office software including but not limited to Microsoft 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

Associates At Crothall Are Offered Many Fantastic Benefits.

• Medical
• Dental
• 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
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Crothall.pdf

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/

Applications are accepted on an ongoing basis.

Crothall maintains a drug-free workplace.