REGIONAL PATIENT EXPERIENCE MANAGER

Achieve Budget/Financial Responsibilities

Tracks financial incentives and penalties as tied to patient satisfaction performance.
Monitors and audits the accounting, control process and operates within budget while supporting accounts.

Customer Relations

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 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 Crothall Services Group as the services management provider.
Assist in developing and/or monitoring a district/unit patient satisfaction. Action plan and reporting to clients as needed.
Participate and add value to hospital committee (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc).

Operation Excellence

Responsible for implementation and effectiveness of patient satisfaction programs in each district 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 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.
Promotes and leverages Crothall Services Group resources to maximize advantage throughout the region.
Assist with sales vice president and/or sales directors in the bid and selling process as required.
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 region’s performance plan.
Recognizes the need for and demonstrates good communication and listening skills with clients, customers and employees.
Visit each district and selected accounts on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs.
Promotes teamwork within the region.
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 Manager, Patient Experience promoting corporate culture, corporate goals, and standardization.
Works closely with on-site management team to reach operational goals.
Conduct monthly conference calls with on-site Manager, Patient Experience and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize.
Monthly on-site audits of high incentive/ high risk accounts to confirm implementation of Crothall patient satisfaction strategies.
Routinely conduct experiment/measurement in “patient experience labs” to trial new best practices within region.
Connect with National Director, Patient Experience and the other Regional Patient Experience Managers regularly to discuss obstacles, national trends, national efforts, region goals, and progress.

People Management

Responsible for mentorship of on-site Manager, Patient Experience 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 Ambassador personnel and review, as required.
Assist in the evolution of on-site Patient Ambassador job descriptions.
Assist in effective employee relations programs through the region.
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 region.
In conjunction with the on-site management team develops the region’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 Manager, Patient Experience as needed; provide continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth.

Administration

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 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.

Education, Training and Experience:

Required

Bachelor’s Degree in healthcare administration, hospitality, hotel and restaurant, and/or business or equivalent combination of education and experience.

Preferred

Master’s Degree or equivalent combination of education and experience.

Particular Knowledge, Skills, and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to communicate effectively in written format and oral presentations
Ability to calculate figures and amounts, such as percentages
Ability to multi-task and establish priorities
Ability to maintain organization in a changing environment
Possesses working knowledge of computer operations and associated software applications rquired to accomplish job responsibilities
Actively and consistently searches for new technology to improve team and individual effectiveness
Exhibits initiative, responsibility, flexibility and leadership
Possesses a thorough knowledge of contract administration and office procedures
Ability to use working knowledge of working environment to meet established goals and objectives
Fiscal and budgetary skills