PATIENT EXPERIENCE MANAGER, EVS & FANS, Spartanburg, SC
About The Position
The Patient Experience Manager is responsible for coordinating and directing patient experience activities within an assigned system. The role monitors and selectively negotiates matters related to patient satisfaction initiatives to support client and customer satisfaction, account retention, employee relations, financial goals, and future business growth. The manager ensures personnel under their operational influence comply with client, government, corporate, and division policies and procedures. The position works closely with on-site management and hospital committees, monitors patient satisfaction performance and related initiatives, and prepares reports, development plans, and training to improve patient satisfaction. It also supports standardized departmental operations, recognizes successful employee contributions, and shares updates and trends with patient experience and operations colleagues.
Requirements
- High school diploma/GED or equivalent combination of education and experience.
- 2–3 years of in-servicing experience in customer service training.
- 3–4 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 experience preferred.
- 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, effective manner.
- Monitor and ensure compliance, progress, and follow-up for patient satisfaction initiatives.
- Assist in developing, customizing, and monitoring patient satisfaction action plans to meet account needs.
- Participate and contribute to hospital committees as needed, including patient satisfaction, nursing, administration, and HCAHPS committees.
- Ensure compliance with regulatory agencies, including CMS and JCAHO.
- Promote and monitor patient satisfaction progress across the region and leverage marketing successes.
- Stay aware of patient satisfaction updates and industry conditions within and outside assigned accounts and districts.
- Work closely with the on-site management team to achieve operational goals.
- Participate in monthly conference calls to share patient experience 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 specific to patient satisfaction success.
- Compose patient satisfaction reports for management as needed.
- Implement forms and data and ensure standardization of departmental patient satisfaction operations.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance and 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
- May be eligible for paid and/or unpaid time off benefits in accordance with applicable laws
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
