Regional Manager of Patient Experience and Nursing Engagement

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

 

Salary:  $90000 - $100000 / year

Other Forms of Compensation: Eligible for annual bonus 

 

 

Job Summary

As the Regional Manager of Patient Experience and Nursing Engagement, your primary responsibilities will be to enhance the patient experience while supporting and building relationships with Nursing to improve our overall impact and value. This position will support a region covering six States (Texas, Louisiana, Arkansas, Oklahoma, Arizona, New Mexico) and approximately 70 hospitals with three weeks of travel per month. You will develop action plans with Nursing from site specific patient experience data in collaboration with the Crothall Healthcare SVP and RVP, our operations team, and support associates. In collaboration with Compass One VP of Nursing you will communicate Nursing needs to operations and support teams. This position will lead a team of nine Patient Experience Managers to improve our year over year experience scores and strengthen Nursing relationships within the current account base.

 

Key Responsibilities:

• Identifies the current reality of the nursing/support service partnership relative to patient satisfaction
• Analyzes data that is pertinent to our success (admissions, discharges, nursing needs, healthcare trends, etc.)Actively participates in all hotlist calls while monitoring and evaluating PEM performance
• Establishes key relationships with the Nursing staff (CNO, Case Management/Social Services, Bed Board, Nursing leaders, House Supervisors)
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Works closely with on-site management team to reach operational and patient satisfaction goals
• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance
• Maintains and supports client satisfaction at a level that ensures account retention

 

Preferred Qualifications:

• Bachelor’s degree in Nursing, Healthcare Administration, Hospitality, and/or Business or equivalent combination of education and experience
• Registered Nurse strongly preferred
• 3 – 5 years of nursing or patient satisfaction experience
• Excellent organizational skills and ability to multi-task are essential
• Excellent communication skills are critical with the ability to make influential presentations that resonate with clients and show value
• Ability to travel three weeks per month

Apply to Crothall today!

Crothall is a member of Compass Group USA

Click here to Learn More about the Compass Story

 

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)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely,