PATIENT EXPERIENCE MANAGER

Compass Group • Louisville, KY

1d

About The Position

Responsible for coordinating and directing patient experience activities across an assigned system. The Patient Experience Manager monitors and, when needed, negotiates matters related to patient satisfaction initiatives to support high client and customer satisfaction, account retention, employee relations, financial goals, and future business growth. The role ensures that personnel under its operational influence comply with client, government, corporate, and division policies and procedures.

The position works closely with on-site management and hospital committees, oversees patient satisfaction initiatives and reporting, and supports employee development, training, recognition, and consistent departmental processes.

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, effective manner.
• Monitor 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, such as Patient Satisfaction, Nursing, Administration, and HCAHPS committees.
• Ensure compliance with regulatory agencies, including CMS and JCAHO.
• Promote and monitor regional patient satisfaction progress and highlight marketing successes.
• Maintain awareness of patient satisfaction updates and industry conditions, both within and outside assigned accounts and districts.
• Work with the on-site management team to achieve operational goals.
• Participate in monthly conference calls with other 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 successfully implemented.
• Prepare and implement development and training plans specific to patient satisfaction success.
• Prepare patient satisfaction reports for management as needed.
• Implement forms and data processes and ensure standardization for departmental patient satisfaction operations.
• Ensure personnel under operational influence comply with client, government, corporate, and division policies and procedures.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life and AD insurance
• Disability insurance
• Retirement plan
• Flexible time off
• Holiday time off, varying by site and 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
• Additional paid and/or unpaid time off in accordance with applicable federal, state, and local laws

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED