Salary: $70,000 - $72,000 Other Forms of Compensation: Pay Grade: 12 Crothall Healthcare, a Compass Healthcare company, provides specialized, high-quality, innovative, and responsive support services exclusively to the …
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$70k–$72k/yr
Full-time
high school, bachelor degree
Medical, Dental, Vision, Life Insurance, Disability Insurance, Retirement Plan
Posted 16d ago
~40 hrs/week
Responsibilities
The Patient Experience Manager is responsible for coordinating and directing patient satisfaction initiatives across environmental and food services. They monitor performance metrics, ensure regulatory compliance, and collaborate with management to achieve operational and financial goals.
Requirements
Candidates should have 3-4 years of experience in service-oriented operations and 2-3 years of customer service training experience. A high school diploma or GED is required, while a four-year degree is preferred.
Full job description
Salary: $70,000 - $72,000
Other Forms of Compensation:
Pay Grade: 12
Crothall Healthcare, a Compass Healthcare company, 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 900 hospital partners across 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. Crothall has more than 32,000 team members, with core services include: Environmental Services, Patient Transportation, Patient Observation, Healthcare Facilities Management, Sterile Processing Services, and Ambulatory EVS. Learn more at www.Crothall.com.
Job Summary
Job Summary:
Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system/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. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures. This role will oversee patient experience operations for both environmental services (EVS) and food and nutrition services (FNS) supporting several facilities within the healthcare system.
Key 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.
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
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, click hereor copy/paste the link below for paid time off benefits information.
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 satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.
Compass Group is a global leader in food services operating in over 25 countries with around 590,000 employees worldwide and generating underlying revenues of over $46 billion for the 2025 fiscal year. Our vision is to be a world-class provider of contract food services and support services, renowned for our great people, our great service, and our great results.