Job Description

System Patient Experience Manager

Crothall Healthcare is a Compass One Company that 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 1300 healthcare service teams in 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 and Becker's Top 150 Places to Work since 2016. A division of Compass Group USA, we have more than 26,000 team members. Our core services include: Environmental Services, Healthcare Technology Solutions, Patient Transportation, Laundry & Linen, Facilities Management, and Ambulatory EVS.

Salary: $80000 - $90000/year. Other forms of compensation: Eligible for annual bonus.

Job Summary: Do you enjoy providing outstanding customer service? Working as the System 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 of large hospital system. This role will support Environmental Services and Food and Nutrition Services. It will also require regional travel to hospitals in North Louisiana, Central Mississippi, Baton Rouge, Lafayette, and the greater New Orleans area.

Key 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.

Qualifications:

• HS diploma/GED or comparable combination of education and experience; 4 year degree preferred.
• Hospitality and/or healthcare experience preferred.
• Ability to travel on a monthly basis.
• 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.

Associates at Crothall are offered many fantastic benefits including medical, dental, vision, life insurance, disability insurance, retirement plan, flexible time off, holiday time off, associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, flexible spending accounts, paid parental leave, and personal leave. Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.

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