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 Oneâs exclusive partnership with Press Ganey leverages rich analytics to better understand how to improve experiences for patients, family, customers, caregivers, and the community.
The Patient Experience Manager is responsible for successfully coordinating and directing all patient experience activities in collaboration with unit leadership at their assigned facilities. The Patient Experience Manager will monitor unit patient satisfaction metrics including HCAHPS scores and third-party patient satisfaction vendor surveys, create and distribute reports at least monthly to unit leadership and to their respective Regional Patient Experience Manager.
Essential Duties and Responsibilities:
Achieve Budget/Financial Responsibilities (5%)
- Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit.
Customer Relations (15%)
- Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner.
- Ensures that all employees demonstrate an aggressive hospitality (respect) orientation toward customers and clients.
- Promotes client awareness of the Patient Experience Program and the availability of corporate resources.
Operation Excellence (60%)
- Responsible for implementation and effectiveness of patient satisfaction programs at unit site for compliance with corporate and division standards.
- Takes necessary actions to ensure that all corporate quality and service standards are met.
- Ensures compliance with all regulatory agencies (CMS, JCAHO).
- Demonstrates a proactive and enthusiastic attitude in striving for and meeting all patient satisfaction goals and objective.
- Recognizes the need for and demonstrates good communication and listening skills with clients, customers and employees.
- Interacts with fellow Patient Experiences Managers to share ideas and learn about best practices.
- Represents the corporation both professionally and ethically at all times.
- Interfaces proactively with all support departments to obtain best results for all concerned.
- Acts as a positive role model.
People Management (10%)
- Assist in effective employee relations programs at unit site.
- Encourages employee creativity and innovation.
- Provides recognition for employee when programs are implemented with success.
- Responsible for compliance with all human resource policies and procedures by all employees within the region.
- Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success.
Administration (10%)
- Evaluate programs, its alignment with goals and report to operational teams as necessary.
- Assist with on-site reporting and communication.
Education, Training and Experience:
High School Diploma Required or GED preferred or equivalent combination of education and experience.
Bachelorâs Degree or equivalent combination of education and experience preferred
Apply to Compass One Healthcare today!
Compass One Healthcare is a member of Compass Group USA
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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.
Req ID: 344022
Compass One
McKenzie Johnson
SALARIED EXEMPT
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