Patient Experience Manager

Crothall Healthcare

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, Patient Transportation, Laundry & Linen, Facilities Management, Healthcare Technology Solutions, and Ambulatory EVS. Learn more at .

Job Summary

Do you enjoy providing outstanding customer service? Working as the 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.

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
• 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
30+ days ago