PATIENT EXPERIENCE MANAGER

Compass Group•City of White Plains, NY

5d•$70,000 - $75,000

About The Position

The Patient Experience Manager is responsible for coordinating and leading all patient experience initiatives within the assigned system. This role monitors ongoing efforts, negotiates adjustments as needed, and supports system‑wide patient satisfaction programs to ensure exceptional client and customer experiences, strong employee engagement, achievement of financial goals, and overall account retention and growth. The Manager also ensures full compliance with all client, governmental, corporate, and divisional policies and procedures.

Requirements

High school diploma/GED required; bachelor’s degree preferred.
2–3 years of experience delivering customer service training or in‑servicing.
3–4 years of experience in service‑oriented operations.
Strong coaching and on‑the‑job training skills.
Excellent organizational and multitasking abilities.
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and other Windows‑based applications.

Nice To Haves

Background in hospitality or healthcare preferred.

Responsibilities

Track financial incentives, penalties, and reporting related to patient satisfaction performance for the assigned unit.
Maintain strong client satisfaction levels to promote ongoing account retention.
Administer required client and patient surveys and ensure timely, effective follow‑up.
Monitor compliance, progress, and follow‑up activities for all patient satisfaction initiatives.
Assist in developing, customizing, and monitoring department or unit‑specific patient satisfaction action plans tailored to each account.
Actively participate in relevant hospital committees (e.g., Patient Satisfaction, Nursing, Administration, HCAHPS).
Ensure compliance with regulatory agencies, including CMS and JCAHO.
Enhance regional patient satisfaction by promoting progress, leveraging success stories, and supporting marketing opportunities.
Stay current on patient satisfaction trends, updates, and industry conditions across accounts and districts.
Collaborate closely with on‑site management to achieve operational goals.
Join monthly conference calls with peers and operations leaders to share updates, trends, and recognition opportunities.
Participate in all Patient Experience Department learning sessions, including monthly educational webinars.
Recognize employee contributions and celebrate successful program implementation.
Prepare and execute development and training plans that support patient satisfaction improvement efforts.
Create patient satisfaction reports for management as needed.
Implement standardized forms, data processes, and procedures to support effective departmental operations.