Compass One Healthcare
System Patient Experience Manager - Maine
Compass One Healthcare, Bangor, Maine, us, 04401
Salary: $80,000 - $90,000
Other Forms of Compensation:
Pay Grade:
13
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.
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. You are responsible for identifying and executing critical initiatives to drive operations excellence in each service line of the business (EVS - environmental services and FNS - food and nutrition services) and address specific client requests related to system-wide initiatives across the scope of our business.
Key Responsibilities:
Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
Maintains and supports client happiness 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 contributes to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, Sustainability 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 find 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 operations, where delivering excellent service has been a key priority
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 detailed knowledge of contract administration and office procedures
Fiscal and budgetary skills
Apply to Compass One Healthcare today!
Compass One Healthcare is a member of Compass Group USA
Click here to Learn More about the Compass Story
Compass Group is an equal opportunity employer.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.
Compass One maintains a drug-free workplace.
Applications are accepted on an ongoing basis.
Req ID:
1367773
Compass One
JANELLE C. ALLEN
#J-18808-Ljbffr
Other Forms of Compensation:
Pay Grade:
13
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.
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. You are responsible for identifying and executing critical initiatives to drive operations excellence in each service line of the business (EVS - environmental services and FNS - food and nutrition services) and address specific client requests related to system-wide initiatives across the scope of our business.
Key Responsibilities:
Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
Maintains and supports client happiness 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 contributes to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, Sustainability 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 find 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 operations, where delivering excellent service has been a key priority
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 detailed knowledge of contract administration and office procedures
Fiscal and budgetary skills
Apply to Compass One Healthcare today!
Compass One Healthcare is a member of Compass Group USA
Click here to Learn More about the Compass Story
Compass Group is an equal opportunity employer.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.
Compass One maintains a drug-free workplace.
Applications are accepted on an ongoing basis.
Req ID:
1367773
Compass One
JANELLE C. ALLEN
#J-18808-Ljbffr