System Patient Experience Manager

Crothall Healthcare; Shreveport (LA); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Retirement Plan

Paid Time Off

Holiday Time Off

Job summary

Crothall Healthcare is seeking a System Patient Experience Manager to coordinate activities with leadership to create engaged, safe patient moments for a local hospital system.

You will interact with patients, caregivers, and leaders to improve the housekeeping/environmental services department, administer surveys, and develop satisfaction action plans. This role requires strong data skills and excellent communication.

Qualifications

• HS diploma or GED; a 4-year degree is preferred.
• Hospitality and/or healthcare experience preferred.
• At least 3 years in customer service operations.
• Strong coaching and on the job training skills required.
• Strong data analytics and excellent verbal and written communication skills.
• Proficient in Windows-based office software including Word, Excel, PowerPoint and Outlook.

Responsibilities

• Interact with patients, caregivers, and leaders regarding the performance of housekeeping and environmental services.
• Administer client and customer surveys and respond in a timely manner.
• Develop and customize a patient satisfaction action plan to meet account needs.
• Maintain and support the fulfillment of client objectives to ensure account retention.
• Contribute to hospital committees such as Patient Satisfaction and Nursing.

Skills

Customer service ops

Data analytics

Verbal & written communication

Coaching

Windows & MS Office

Education

HS diploma/GED

Bachelor's degree preferred

Tools

Microsoft Office

Job description

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: $80,000 - $85,000 / year

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 of a local hospital system.

Responsibilities

• Interact with patients, caregivers, support services leaders and executive leadership regarding the performance of the housekeeping/environmental services department.
• Administer required client and customer surveys and responds in a timely and effective manner
• Assist in developing and customizing a patient satisfaction action plan to meet each account’s needs
• Maintain and supports the fulfillment of client objectives at a level that ensures account retention
• Make valuable contributions to hospital committees (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
• Ensure compliance with all regulatory agencies (CMS, JCAHO) and follow-up of any patient satisfaction initiatives
• Participate on monthly conference calls with fellow Patient Experience Managers and operations management to communicate updates, current trends, and find-opportunities to reward and recognize staff
• Participate in all Patient Experience Department learning sessions including monthly informative webinars
• Provide recognition for employee when programs are implemented with success

Qualifications

• HS diploma/GED or comparable combination of education and experience; 4 year degree preferred
• Hospitality and/or healthcare experience preferred
• At least three years of demonstrated experience in customer service operations
• Good coaching and on the job training skills required
• Strong data analytical skills and excellent verbal and written communication skills
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

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

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.

TANEISHA JANEA HAMILTON