SYSTEM PATIENT EXPERIENCE MANAGER

Crothall Healthcare

Lexington (KY)

On-site

USD 85,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

Retirement Plan

Flexible Time Off

Paid Parental Leave

Job summary

A healthcare support services company is looking for a System Patient Experience Manager in Lexington, KY. The role involves overseeing patient experience activities to enhance satisfaction scores and managing a team of Patient Experience Managers. Ideal candidates will have a strong background in customer service, excellent organizational skills, and leadership qualities. The position offers a salary range of $85,000 to $90,000 along with various benefits including medical, dental, and retirement plans.

Qualifications

Minimum of 2-3 years in customer service training experience.
3-4 years in service-oriented operations.
Proficient in using Microsoft Office applications.
Demonstrates excellent organizational and multi-tasking skills.

Responsibilities

Manage patient experience activities to improve satisfaction scores.
Oversee and coordinate the work of Patient Experience Managers.
Track financial incentives related to patient satisfaction.
Ensure compliance with regulatory agencies.

Skills

Leadership

Customer service training

Organizational skills

Multi-tasking

Contract administration

Fiscal skills

Education

HS diploma/GED

4 year degree preferred

Tools

Microsoft Office

Job description

Job Summary

Working as the System Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership to improve patient satisfaction scores, including management of other Patient Experience Managers. This position will manage 3 Patient Experience Managers and requires strong leadership and management skills.

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
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

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

Equal Opportunity

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.

Salary

Salary: $85,000 - $90,000