PATIENT EXPERIENCE MANAGER

Compass Group•Louisville, KY

2d•$65,000 - $70,000

About The Position

The Patient Experience Manager coordinates and directs patient experience activities within an assigned system. The role monitors and, when needed, negotiates matters related to patient satisfaction initiatives to support high client and customer satisfaction, account retention, strong employee relations, financial goals, and future business growth. The manager ensures personnel within their operational influence comply with client, government, corporate, and division policies and procedures. The position works closely with on-site management and hospital stakeholders to monitor patient satisfaction efforts, support operational goals, and report progress. It also develops and delivers training, recognizes employee successes, and prepares patient satisfaction reports and standardized operating materials.

Requirements

High school diploma/GED or equivalent combination of education and experience.
Two to three years of in-servicing experience in customer service training.
Three to four years of experience in service-oriented operations.
Good coaching and on-the-job training skills.
Excellent organizational skills and ability to multitask.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Four-year degree preferred.
Hospitality and healthcare experience preferred.

Responsibilities

Track financial incentives, penalties, and reporting tied to patient satisfaction performance for the assigned unit.
Maintain client satisfaction at a level that supports account retention.
Administer required client and customer surveys and respond in a timely and effective manner.
Monitor compliance, progress, and follow-up for patient satisfaction initiatives.
Assist in developing, customizing, and monitoring patient satisfaction action plans for departments or units.
Participate in relevant hospital committees, such as patient satisfaction, nursing, administration, and HCAHPS committees.
Ensure compliance with regulatory agencies, including CMS and JCAHO.
Promote and monitor regional patient satisfaction performance and share marketing successes.
Stay informed about patient satisfaction updates and industry conditions, both within and outside assigned accounts and districts.
Work with on-site management to achieve operational goals.
Participate in monthly calls with Patient Experience Managers and operations management to share updates and trends and identify recognition opportunities.
Participate in Patient Experience Department learning sessions, including monthly educational webinars.
Recognize employees when programs are implemented successfully.
Prepare and implement development and training plans focused on patient satisfaction success.
Prepare patient satisfaction reports for management as needed.
Implement forms and data processes and ensure standardization for departmental patient satisfaction operations.