Job Description

Salary: $85,000 - $100,000 / year

Pay Grade: 15 

TouchPoint, Support Services,   provides customer focused support services. As specialists, we perform services including healthcare housekeeping, management in laundry processing, patient transportation, and food service. TouchPoint is a compilation of the most committed and talented individuals working in the industry today. Our dedication to quality, exceptional customer service, and unequivocal results allow us to provide the best outcomes to our clients. 

Job Summary:

Working as the Senior Patient Experience Manager , you will manage, coordinate, and direct all patient experience activities in collaboration with unit and regional leadership to improve patient satisfaction scores. You will also supervise all matters pertaining to account patient satisfaction initiatives in order to assure the highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals, and future business growth plans. This role is based at a hospital in Nashville and will split time equally between two hospital accounts in the city.

Key Responsibilities:

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance
• Maintains and supports client satisfaction at a level that ensures account retention
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Conducts frequent on-site audits of high incentive/high risk accounts to confirm implementation of TouchPoint patient satisfaction strategies
• Connects with Sector leadership regularly to discuss obstacles, national trends, national efforts, region goals, and progress
• Visits assigned accounts on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs
• Assists in the HR planning process to support implementation of strategies and tactics including proper staffing levels
• Interviews and assists in the selection of on-site Patient Experience team
• Works with on-site management team to develop the region's patient satisfaction plan for customer service initiatives and ensures its successful implementation
• Coaches and evaluates on-site Patient Experience team; provides continuous feedback performance andand applies appropriate developmental tools to assist in their individual growth

Preferred Qualifications:

• Bachelor’s Degree in healthcare administration, hospitality, hotel and restaurant, and/or business or equivalent combination of education and experience
• 5-7 years experience in patient food service operations; hospitality and/or healthcare experience preferred
• Good coaching and on the job training skills required
• Excellent organizational skills and ability to multi-task
• 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
• Fiscal and budgetary skills a plus

Apply to TouchPoint today!

TouchPoint is a member of Compass Group USA

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.

Associates at Touchpoint are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid 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)

Applications are accepted on an ongoing basis.

Touchpoint maintains a drugfree workplace.

Req ID:  1287332

TouchPoint

JENNIFER PULLUM

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