PATIENT EXPERIENCE MANAGER - Baltimore, MD

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.

Job Summary : Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system / account patient satisfaction initiatives in order to assure highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals and future business growth plans. Must ensure that all personnel under his / her operational influence comply with all client, government, corporate and division policies and procedures.

Key Responsibilities :

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
• Maintains and supports client satisfaction at a level that ensures account retention
• Administers required client / customer surveys and responds in a timely and effective manner
• Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives
• Assists in developing, customizing, and / or monitoring a department / unit patient satisfaction action plan to meet each account's needs
• Participates and adds value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
• Ensures compliance with all regulatory agencies (CMS, JCAHO)
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Maintains an awareness of the patient satisfaction updates and industry conditions including internal and external to the accounts and districts
• Works closely with on-site management team to reach operational goals
• Participates on monthly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize
• Participates in all Patient Experience Department learning sessions including monthly educational webinars
• Provides recognition for employee when programs are implemented with success
• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success
• Compose patient satisfaction reports as needed to management. Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.

Preferred Qualifications :

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.

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.