Compass One
Salary: $66,560 - $67,000
Other Forms of Compensation:
Pay Grade: 12
Compass One Healthcare is a premier healthcare company with 46,000 engaged team members 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.
Job Summary:
Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing matters relating to system/account patient satisfaction initiatives to assure the highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals, and future business growth plans. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate, and division policies and procedures.
Key Responsibilities:
Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance for the respective unit. Maintains and supports client satisfaction 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 adds value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS 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 the 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 identify opportunities to reward and recognize. Participates in all Patient Experience Department learning sessions including monthly educational webinars. Provides recognition for employees when programs are implemented with success. Responsible for preparation and implementation of specific development and training plans for patient satisfaction success. Composes patient satisfaction reports as needed to management. Implements forms, data, and ensures standardization for departmental patient satisfaction operations success. 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 service-oriented operations. 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. Apply to Compass One Healthcare today!
Compass One Healthcare is a member of Compass Group USA.
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: 1337620
Compass One
MELANIE ATKINS
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