Jobs and Careers

Sr. System Patient Experience Manager

United Statesfull_timeVerifiedPosted 25 Mar 2025

About the role

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.

Job Summary

Working as the Sr. System Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with leadership in order to improve patient satisfaction scores of a multi hospital healthcare system. 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 system wide 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 Regional Patient Experience Managers regularly to discuss obstacles, national trends, national efforts, region goals, and progress
Assist with Sales VP and/or Sales Directors in the bid and selling process as required
Visit 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!

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Associates at Crothall are offered many fantastic benefits.