System Patient Experience Manager - Bel Air, MD

Compass Group•Baltimore, MD

1d•$60,000 - $65,000

About The Position

The System Patient Experience Manager manages, coordinates, and directs patient experience activities in collaboration with unit leadership to improve patient satisfaction scores. The role also manages other Patient Experience Managers and works with on-site management teams to achieve operational goals. The manager supports account retention and client satisfaction, monitors patient satisfaction initiatives and action plans, tracks financial incentives and penalties tied to satisfaction performance, and ensures timely administration and response to surveys. The role contributes to hospital committees, monitors regulatory compliance, communicates trends and updates, and prepares reports, training plans, and employee recognition related to patient satisfaction.

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.
Initiative, responsibility, flexibility, and leadership.
Thorough knowledge of contract administration and office procedures.
Fiscal and budgetary skills.

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 respective unit.
Maintain and support client satisfaction at a level that ensures account retention.
Administer required client/customer surveys and respond in a timely and effective manner.
Monitor and ensure compliance, progression, and follow-up of patient satisfaction initiatives.
Assist in developing, customizing, and monitoring patient satisfaction action plans to meet each account’s needs.
Participate and add value to hospital committees as necessary, including Patient Satisfaction, Nursing, Administration, and HCAHPS committees.
Ensure compliance with regulatory agencies, including CMS and JCAHO.
Improve regional patient satisfaction performance by promoting and monitoring progress and leveraging marketing successes.
Maintain awareness of patient satisfaction updates and industry conditions, both internal and external to accounts and districts.
Work closely with on-site management teams to reach operational goals.
Participate in monthly conference calls with Patient Experience Managers and operations management to communicate 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 for patient satisfaction success.
Compose patient satisfaction reports for management as needed.
Manage other Patient Experience Managers.