Job Description

Salary: $85,000 - $90,000

Other Forms of Compensation:

Pay Grade:

13

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. Learn more at www.Crothall.com.

Job Summary

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Job Summary:

Working as the System Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership in order to improve patient satisfaction scores including management of other Patient Experience Managers. We will be looking for someone confident and who can eloquently speak in front of high leadership while demonstrating knowledge of the business. This position will manage 3 Patient Experience Managers. Strong leadership and management skills are required.

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 PE Department learning sessions including monthly educational webinars


Provides recognition for employee when programs are implemented with success


Prepares and implements development and training plans for patient satisfaction success


Composes patient satisfaction reports as needed to management

Preferred Qualifications:

HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred


2-3 years in-servicing experience in customer service training


Hospitality and healthcare experience preferred


3-4 years experience in service-oriented operations


Good coaching and on the job training skills required


Excellent organizational skills and ability to multi-task essential


Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook


Exhibits initiative, responsibility, flexibility and leadership


Possesses a thorough knowledge of contract administration and office procedures


Fiscal and budgetary skills

Apply to Crothall today!

Crothall is a member of Compass Group USA

Click here to Learn More about the Compass Story

Associates at Crothall are offered many fantastic benefits.

Medical Dental Vision Life Insurance/ AD Disability Insurance Retirement Plan Flexible Time Off Holiday Time Off (varies by site/state) Associate Shopping Program Health and Wellness Programs Discount Marketplace Identity Theft Protection Pet Insurance Commuter Benefits Employee Assistance Program Flexible Spending Accounts (FSAs) Paid Parental Leave Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.


https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Crothall.pdf

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. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.

Applications are accepted on an ongoing basis.

Crothall maintains a drug-free workplace.

Req ID:

1487917


Crothall Healthcare


CINDY SWIDERSKI


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