Regional Patient Experience Director - Midwest & Northern Great Plains

​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, Healthcare Technology Solutions, Patient Transportation, Laundry & Linen, Facilities Management, 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.  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. Region includes:  ND, SD, WY, CO, KS, NE, N, IA, MO, IL, WI, MI, AR, KY, MT.

 

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

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!

Crothall 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.

Qualified candidates must be able to perform the essential functions of this position satisfactor