SYSTEM PATIENT EXPERIENCE MANAGER, Roanoke, VA

Crothall Healthcare; Roanoke (VA); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Retirement Plan

Flexible Time Off

Commuter Benefits

Employee Assistance Program

Job summary

Crothall Healthcare, located in Roanoke, Virginia, is seeking a System Patient Experience Manager to manage, coordinate, and direct all patient experience activities. This role involves improving patient satisfaction scores and managing other Patient Experience Managers. The ideal candidate should have a strong customer service background, be organized, and proficient in office software. Compensation ranges between $70,000 and $75,000, along with various benefits such as health insurance, retirement plans, and flexible time off.

Qualifications

• 4 year degree preferred, HS diploma/GED or equivalent combination required.
• 2-3 years in customer service training required.
• Experience in hospitality and healthcare preferred.
• 3-4 years in service-oriented operations required.

Responsibilities

• Manage patient experience activities to improve satisfaction scores.
• Track financial incentives and penalties related to satisfaction.
• Maintain client satisfaction to ensure account retention.
• Administer client surveys and respond effectively.

Skills

Customer service training

Coaching

Organizational skills

Multi-tasking

Initiative

Fiscal skills

Education

4 year degree preferred

HS diploma/GED

Tools

Microsoft Office

Word

Excel

PowerPoint

Outlook

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 across 46 states. Crothall has more than 32,000 team members.

Salary: $70,000–$75,000
Other Forms of Compensation: Bonus
Pay Grade: 13

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.

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

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

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, refer to the company policy on paid time off benefits.

Compass Group is an equal opportunity employer. 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 protected classification.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.

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

We maintain a drug‑free workplace.

Req ID: 1525757

Contact: Trisha Sommerness