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Crothall Healthcare · 1 day ago

PATIENT EXPERIENCE MANAGER - Birmingham, AL

Birmingham, AL

Full-time

Onsite

Mid Level

$50K/yr - $50K/yr

3+ years exp

Crothall Healthcare is a Compass One Company that provides specialized support services exclusively to the healthcare industry. The Patient Experience Manager is responsible for coordinating and directing all patient experience activities, ensuring high levels of client and customer satisfaction, compliance with policies, and achievement of financial goals.

Health Care

Responsibilities

Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for 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 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 employee when programs are implemented with success

Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success

Compose patient satisfaction reports as needed to management

Implement forms, data, and ensure standardization for departmental patient satisfaction operations success

Qualification

Patient satisfaction initiativesCustomer service trainingHealthcare experienceWindows office softwareOrganizational skillsCoaching skillsMulti-tasking