System Patient Experience Manager - Maine - Compass Group, North America

Compass One

Salary: $80,000 - $90,000


Other Forms of Compensation:


Pay Grade: 13





Compass One Healthcare is a premier healthcare company with 46,000 engaged team members who are 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. Through a combined three-quarters of a century of healthcare experience, Compass One offers seven customer-focused core services: Food and Nutrition, Environmental, Patient Transportation, Laundry & Linen, Healthcare Technology Solutions (Clinical Engineering), Facilities Management, and Ambulatory Services. Compass One is committed to the growth and development of its associates, and its unique Positive ImpressionsTM program features a team of 100-plus Patient Experience Managers dedicated to driving a better experience in each of our hospitals. Also, Compass One’s exclusive partnership with Press Ganey leverages rich analytics to better understand how to improve experiences for patients, family, customers, caregivers, and the community.




Job Summary



Working as the System Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership in order to improve patient satisfaction scores including management of other Patient Experience Managers. You are responsible for identifying and executing critical initiatives to drive operations excellence in each service line of the business (EVS - environmental services and FNS - food and nutrition services) and address specific client requests related to system wide initiatives across the scope of our business. The overall goals of this position are to find business efficiencies through innovative and balanced solutions and complete large project initiatives.





Key Responsibilities:





Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit


Maintains and supports client happiness 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 contributes to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, Sustainability 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 find opportunities to reward and recognize


Participates in all PE Department learning sessions including monthly educational webinars


Provides recognition for employee when programs are implemented with success


Prepares and implements development and training plans for patient satisfaction success


Composes patient satisfaction reports as needed to management





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 operations, where delivering excellent service has been a key priority


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


Exhibits initiative, responsibility, flexibility and leadership


Possesses a detailed knowledge of contract administration and office procedures


Fiscal and budgetary skills





Apply to Compass One Healthcare today!


Compass One Healthcare is a member of Compass Group USA


Click here to Learn More about the Compass Story (http://www.compass-usa.com/our-story/)





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.


Compass One maintains a drug-free workplace.


Applications are accepted on an ongoing basis.


Associates at Compass One 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)



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 here (https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_CompassOne.pdf) for paid time off benefits information.


Req ID: 1367773


Compass One


JANELLE C. ALLEN


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