Patient Experience Manager Jobs

About The Position

Requirements

• High school diploma or GED, or an 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 and healthcare experience preferred.

Responsibilities

• Track financial incentives, penalties, and reporting tied to patient satisfaction performance for the assigned unit.
• Maintain and support client satisfaction to help ensure 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 department or unit patient satisfaction action plans tailored to 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 successful marketing practices to improve performance.
• Stay aware of patient satisfaction updates and industry conditions, both within and outside the accounts and districts.
• Work with the on-site management team to achieve operational goals.
• Participate in monthly conference calls with Patient Experience Managers and operations management to share updates and trends and identify recognition opportunities.
• Attend 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.
• Prepare patient satisfaction reports for management as needed.
• Implement forms and data and ensure standardization for departmental patient satisfaction operations.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life and AD&D insurance
• Disability insurance
• Retirement plan
• Flexible time off
• Paid parental leave
• Holiday time off, varying by site and state
• Personal leave
• Associate shopping program
• Health and wellness programs
• Discount marketplace
• Identity theft protection
• Pet insurance
• Commuter benefits
• Employee assistance program
• Flexible spending accounts
• Paid and/or unpaid time off benefits, subject to applicable law