Job Information
Compass Group, North America MGR, PATIENT EXPERIENCE SR in Wayne, Pennsylvania
Crothall Healthcare
Salary: $90,000 - $95,000
Other Forms of Compensation:
Pay Grade: 15
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 www.Crothall.com.
Job Summary
Job Summary:
Working as the Regional 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 for EVS and FANS accounts. You will also monitor all matters relating to 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.
Key Responsibilities:
-Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance
-Maintains and supports client satisfaction at a level that ensures account retention
-Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
-Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
-Conducts frequent on-site audits of high incentive/high risk accounts to confirm implementation of Compass One patient satisfaction strategies
-Connects with National Director, Patient Experience and the other Regional Patient Experience Managers regularly to discuss obstacles, national trends, national efforts, region goals, and progress
-Assists with Sales VP and/or Sales Directors in the bid and selling process as required
-Visits selected priority accounts on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs
-Assists in the HR planning process to support implementation of strategies and tactics including proper staffing levels
-Interviews and assists in the selection of on-site Patient Experience leaders
-Works with on-site management team to develop the region's patient satisfaction plan for customer service initiatives and ensures its successful implementation
-Coaches and evaluates on-site Patient Experience Managers; provides continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth
Preferred Qualifications:
-Bachelor’s Degree in healthcare administration, hospitality, hotel and restaurant, and/or business or equivalent combination of education and experience
-5-7 years experience in service-oriented operations; hospitality and/or healthcare experience preferred
-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
-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 (http://www.compass-usa.com/our-story/)
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.
Crothall maintains a drug-free workplace.
Applications are accepted on an ongoing basis.
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)
Req ID: 1306180
Crothall Healthcare
JANELLE C. ALLEN
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