A Fresh Approach To Great Results.
Charlotte-based Compass Group North America is the leader in foodservice management and support services. By combining fresh ideas with the industry’s greatest talent, we continue to set the standards for food and service excellence. Our vision for success is a powerful one – to continue to rise above the competition in every aspect of our business – from leading-edge technology, to purchasing, to foodservice, to catering and vending, to facilities management and support services. That kind of commitment commands only the best, and it's our great people providing great service that generates our great results. In turn, it’s important to us that our talented employees be given the proper resources to achieve their fullest potential. Play a key role in our future success:
Crothall Healthcare, a division of Compass Group North America, provides customer focused support services. As specialists, we perform services including healthcare housekeeping, management in laundry processing, patient transportation, business facilities management and clinical engineering. Crothall is a compilation of the most committed and talented individuals working in the industry today. Our dedication to quality, exceptional customer service, and unequivocal results allow us to provide the best outcomes to our clients.
And, as a member of Compass Group North America, we want you to be as great as you can be. We empower our associates to direct their own future, keeping them confident that we support them every step of the way. As a result, our associates embody greatness through their actions, natural passion for quality, and a can-do attitude. Generous compensation, flexible benefits package, intense training, unrivaled career opportunities, and a shared passion for quality attract the best people to Crothall Healthcare The opportunity for greatness is real at Crothall Healthcare and throughout the Compass world.
If you are looking for a rewarding career where you can make a difference, Crothall is the place for you. We are looking for energetic, passionate and career minded people to join our team and help grow our business. In this position you will directly influence the patient experience during their hospital stay.
Position Summary:
The System Patient Experience Manager serves as the primary representative of Compass One for the designated to his/her hospital system within an operating division. He/she is responsible for successfully coordinating and directing all patient experience activities within the assigned system through subordinate Patient Experience Manager/Patient Ambassadors (if applicable) and with unit managers and directors of Housekeeping and Food and Nutrition Services. The System Patient Experience Manager will monitor ongoing and selectively negotiate as needed all 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. In carrying out assigned responsibilities, the System Patient Experience Manager must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.
This position will oversee accounts within a designated system.
Responsibilities:
- Tracks financial incentives and penalties as tied to patient satisfaction performance.
- Maintains and supports client satisfaction at a level that ensures account retention.
- Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner.
- Ensures that all employees demonstrate an aggressive hospitality (respect) orientation toward customers and clients.
- Promotes client awareness of the Compass One Patient Experience Program and the availability of corporate resources.
- Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives.
- Assist in customizing programs to meet each account's unique needs as required.
- Monitors client communications effectiveness including communicating the benefits of maintaining Compass One as the services management provider.
- Assist in developing and/or monitoring a system/unit patient satisfaction action plan and reporting to clients as needed.
- Participate and add value to hospital committees as necessarry (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc).
- Responsible for implementation and effectiveness of patient satisfaction programs in each account within the system for compliance with corporate and division standards.
- Takes necessary actions to ensure that all corporate quality and service standards are met.
- Ensures compliance with all regulatory agencies (CMS, JCAHO).
- Responsible for monitoring compliance with the agreed upon corporate and divisional patient satisfaction programs.
- Increases system 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.
- Promotes and leverages Compass One resources to maximize advantage throughout the system.
- Demonstrates and promotes corporate culture, values and management philosophy.
- Demonstrates a proactive and enthusiastic attitude in striving for and meeting all patient satisfaction goals and objective.
- Recognizes the importance of effective leadership in meeting and targets set forth in the system's performance plan.
- Recognizes the need for and demonstrates good communication and listening skills with clients, customers and employees.
- Visit each account within the system on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs.
- Promotes teamwork within the system.
- Represents the corporation both professionally and ethically at all times.
- Interfaces proactively with all support departments to obtain best results for all concerned.
- Acts as a positive role model.
- Provides guidance to on-site Patient Ambassadors/Patient Experience Managers promoting corporate culture, corporate goals, and standardization.
- Works closely with on-site management team to reach operational goals.
- Conduct conference calls with on-site Patient Ambassadors/Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize.
- Connect with Senior Patient Experience Manager and the other Patient Experience Team Members regularly to discuss obstacles, national trends, national efforts, region goals, and progress.
- Responsible for mentorship of on-site Patient Experience Manager/Patient Ambassadors as appropriate at account(s).
- Assist in the human resource planning process to support implementation of human resource strategies and tactics including proper staffing levels.
- Assist for selection of on-site Patient Experience Manager/Patient Ambassador personnel and review, as required.
- Assist in the evolution of on-site Patient Experience Manger/Patient Ambassador job descriptions.
- Assist in effective employee relations programs through the system.
- Encourages employee creativity and innovation.
- Provides recognition for employee when programs are implemented with success.
- Responsible for compliance with all human resource policies and procedures by all employees within the region.
- Demonstrates knowledge of patient satisfaction measurement method(s) and CMS HCAHPS survey as used within the system.
- In conjunction with the on-site management team develops the system’s patient satisfaction plan for customer service initiatives and ensures its successful implementation.
- Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success.
- Coaches and evaluates on-site Patient Experience Manger/Patient Ambassadors as needed; provide continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth.
- Evaluate programs, its alignment with goals and report to operational teams as necessary.
- Assist with on-site reporting and communication.
- Plan, organize, direct, coordinate and supervise patient satisfaction functions and activities of the department.
- Compose patient satisfaction reports as needed to system and region management.
- Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.
- Report on success/failure of practice(s) tested in regional "patient experience labs". If deemed successful, assist in the standardization of the practice.
- Monthly reporting of progress toward performance incentive – to be supplied to operations senior management.
Qualifications:
- 2-3 years in-servicing experience in customer service training.
- Hospitality and healthcare experience preferable.
- 3-4 years’ experience in service-oriented operations.
- Bachelor's degree required.
- Good coaching and on the job training skills required.
- Excellent organizational skills and ability to multi-task essential.
- Critical thinking, service-oriented and outstanding interpersonal skills are required. Must be able to influence and inspire through the use of well-developed verbal and non-verbal communication skills.
- Strong computer skills are required.
Great People. Great Service. Great Results.
At Compass Group North America, our superior balance of efficiency and quality attract the highest caliber level of service our clients deserve. We retain the finest workers with a highly competitive compensation and comprehensive benefits plan. If you're looking for a career where you set the standard for personal advancement, then Compass Group North America is for you! Working together, we will continue to experience success as the industry's best.
Achieving leadership in the support services industry
Compass Group North America is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
Job ID: RW08191551560