System Patient Experience Manager

Crothall Healthcare; The Woodlands (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical

Dental

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

Commuter Benefits

Employee Assistance Program

Flexible Spending Accounts

Paid Parental Leave

Personal Leave

Job summary

Crothall Healthcare is seeking a System Patient Experience Manager to coordinate leadership-driven activities that create engaged, safe, and positive moments for patients. The role focuses on tracking satisfaction metrics, surveys, and action planning to meet each account’s needs.

Responsibilities include monitoring incentives, ensuring compliance, and partnering with on-site teams to achieve operational goals while participating in training sessions and reporting to management.

Qualifications

• High school diploma or GED; 4-year degree preferred.
• 2–3 years in-service training or customer service experience.
• Hospitality and healthcare experience preferred.
• 3–4 years in service‑oriented operations.
• Strong coaching and on‑the‑job training skills.
• Excellent organizational skills and ability to multi‑task.
• Proficient with Windows Office (Word, Excel, PowerPoint, Outlook).
• Demonstrates initiative, responsibility, flexibility, and leadership.
• Knowledge of contract administration and office procedures.
• Fiscal and budgeting skills.

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 surveys and responds in a timely and effective manner.
• Monitors and ensures compliance and follow-up of patient satisfaction initiatives.
• Assists in developing, customizing, and monitoring department patient satisfaction plans.
• Participates in hospital committees related to patient satisfaction and operations.
• Ensures compliance with CMS, JCAHO and other regulations.
• Promotes and tracks patient satisfaction progress across regions.
• Keeps abreast of patient satisfaction updates and industry conditions.
• Collaborates with on-site management to reach goals.
• Participates in PE Department learning sessions and monthly webinars.
• Recognizes employees when programs succeed.
• Prepares development and training plans for patient satisfaction success.
• Composes patient satisfaction reports as needed.

Skills

Customer service training

Coaching

Organizational skills

Windows Office

Leadership

Budgeting

Contract administration

Multi-tasking

Process improvement

Education

HS diploma/GED

4-year degree preferred

Tools

Microsoft Office

Job description

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 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 PlanFlexible 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, please refer to the link below for paid time‑off benefits information.

https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Crothall.pdf

Equal Employment 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.

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.

Background Screening

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

Drug‑Free Workplace

Crothall maintains a drug‑free workplace.

Applications are accepted on an ongoing basis.