Patient Experience Manager

Compass Group•Little Rock, AR

11d•$70,000 - $80,000•Onsite

About The Position

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 throughout its over 900 hospital partners across 46 states. Crothall has been recognized as one of Modern Healthcare’s Best Places to Work and Best Places to Work in Pennsylvania since 2013. Crothall has more than 32,000 team members, with core services include: Environmental Services, Patient Transportation, Patient Observation, Healthcare Facilities Management, Sterile Processing Services, and Ambulatory EVS. Learn more at www.Crothall.com. Do you enjoy providing outstanding customer service? Working as the 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.

Requirements

HS diploma/GED or comparable combination of education and experience; 4 year degree preferred
Hospitality and/or healthcare experience preferred
At least three years of demonstrated experience in customer service operations
Good coaching and on the job training skills required
Strong data analytical skills and excellent verbal and written communication skills
Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

Responsibilities

Interact with patients, caregivers, support services leaders and executive leadership regarding the performance of the housekeeping/environmental services department.
Administer required client and customer surveys and responds in a timely and effective manner
Assist in developing and customizing a patient satisfaction action plan to meet each account’s needs
Maintain and supports the fulfillment of client objectives at a level that ensures account retention
Make valuable contributions to hospital committees (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
Ensure compliance with all regulatory agencies (CMS, JCAHO) and follow-up of any patient satisfaction initiatives
Participate on monthly conference calls with fellow Patient Experience Managers and operations management to communicate updates, current trends, and find-opportunities to reward and recognize staff
Participate in all Patient Experience Department learning sessions including monthly informative webinars
Provide recognition for employee when programs are implemented with success