Patient Manager - Birmingham, AL

Crothall Healthcare

Salary: $49,500 - $50,000

Pay Grade: 12

Company Overview:
Crothall Healthcare is a Compass One Company that provides specialized, high‑quality, innovative, and responsive support services exclusively to the healthcare industry. Crothall serves many of the Top 100 Hospital s throughout its over 1,300 healthcare service teams in 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 and Becker’s Top 150 Places to Work since 2016.

A division of Compass Group USA, we have more than 26,000 team members. Our core services include environmental services, healthcare technology solutions, patient transportation, laundry & linen, facilities management, and ambulatory EVS. Learn more at

Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing patient satisfaction initiatives, negotiates as needed, and ensures client and customer satisfaction levels are high, enabling account retention, strong employee relations, achievement of financial goals, and future business growth. Must ensure all personnel comply with client, government, corporate, and division policies and procedures.

• Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance for respective unit
• Maintains and supports client satisfaction to ensure account retention
• Administers required client/customer surveys and responds timely and effectively
• Monitors and ensures compliance, progression, and follow‑up of patient satisfaction initiatives
• Assists in developing, customizing, or monitoring a patient satisfaction action plan for each account
• Participates and adds value to hospital committees (e.g., Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee)
• Ensures compliance with regulatory agencies (CMS, JCAHO)
• Increases regional patient satisfaction performance by promoting progress and capitalizing on marketing success
• Maintains awareness of patient satisfaction updates and industry conditions
• Works closely with on‑site management to reach operational goals
• Participates in monthly conference calls with fellow Patient Experience Managers and operations management
• Participates in Patient Experience Department learning sessions, including monthly educational webinars
• Provides recognition to employees when programs are implemented successfully
• Prepares and implements development and training plans for patient satisfaction success
• Composes patient satisfaction reports for management
• Implements forms, data, and standardization for patient satisfaction operations success

• HS diploma/GED or equivalent; 4‑year degree preferred
• 2‑3 years in‑servicing experience in customer service training
• 3‑4 years experience in service‑oriented operations (hospitality and healthcare experience preferred)
• Good coaching and on‑the‑job training skills
• Excellent organizational skills and ability to multi‑task
• Proficient in Windows‑based office software (Word, Excel, PowerPoint, Outlook)

Apply to Crothall today!

Crothall is a member of Compass Group USA

to Learn More about the Compass Story

• 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,  or 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,…