PATIENT EXPERIENCE MANAGER, Greenville, TN

Compass One

Salary : $50,000

Other Forms of Compensation : Bonus

Pay Grade : 12

Compass One Healthcare is a premier healthcare company with 46,000 engaged team members who are focused on delivering quality, value, and exceptional patient experience through specialized services and protocols in more than 1,650 hospital and health system locations in 48 states.

Through a combined three-quarters of a century of healthcare experience, Compass One offers seven customer-focused core services : Food and Nutrition, Environmental, Patient Transportation, Laundry & Linen, Healthcare Technology Solutions (Clinical Engineering), Facilities Management, and Ambulatory Services.

Compass One is committed to the growth and development of its associates, and its unique Positive ImpressionsTM program features a team of 100-plus Patient Experience Managers dedicated to driving a better experience in each of our hospitals.

Also, Compass One’s exclusive partnership with Press Ganey leverages rich analytics to better understand how to improve experiences for patients, family, customers, caregivers, and the community.

Positions at this location may require proof of COVID-19 vaccination, boosters, and / or regular COVID testing. Where permitted by law, applicants who are offered a position for this location may be asked about their vaccination status, which must meet minimum business requirements.

All religious, medical, or other legally recognized exemptions regarding vaccination status will be considered.

Job Summary

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 :

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