Patient Manager

Patient Experience Manager

Join Crothall Healthcare to apply for the Patient Experience Manager role.

Salary: $55,000 - $58,000 / year

Other Forms of Compensation:
Eligible for annual bonus

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 more than 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.

Job Summary:

Do you enjoy providing outstanding customer service? Working as the Patient Experience Manager, you will be recognized for those efforts! Responsibilities include coordinating and directing a variety of activities in collaboration with leadership in order to create engaged, safe, and positive moments for all patients.

• Interact with patients, caregivers, support services leaders and executive leadership regarding the performance of the housekeeping/environmental services department.
• Administer required client and customer surveys and respond in a timely and effective manner.
• Assist in developing and customizing a patient satisfaction action plan to meet each account’s needs.
• Maintain and support the fulfillment of client objectives at a level that ensures account retention.
• Make valuable contributions to hospital committees (i.e., Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.).
• Ensure compliance with all regulatory agencies (CMS, JCAHO) and follow‑up of any patient satisfaction initiatives.
• Participate on monthly conference calls with fellow Patient Experience Managers and operations management to communicate updates, current trends, and find opportunities to reward and recognize staff.
• Participate in all Patient Experience Department learning sessions including monthly informative webinars.
• Provide recognition for employees when programs are implemented with success.

• HS diploma/GED or comparable combination of education and experience; 4‑year degree preferred.
• Hospitality and/or healthcare experience preferred.
• At least three years of demonstrated experience in customer service operations.
• Good coaching and on‑the‑job training skills required.
• Strong data analytical skills and excellent verbal and written communication skills.
• Proficient in the use of Windows‑based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook.

• 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

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. We encourage applicants with a criminal history (and driving history) to apply.

Applications are accepted on an ongoing basis. Crothall maintains a drug‑free workplace.