Patient Experience Manager (Project Management)

Xanitos is hiring a 1st Shift Patient Experience Manager for Memorial Hermann-Texas Medical Center in Houston, TX.

The Patient Experience Manager is expected to proactively maintain high levels of patient satisfaction through continual interaction and development of programs to address needs. Emphasis should concentrate on, but not be limited to, services related to environmental services, environment of care, and responsiveness of staff throughout the hospital.  Thorough knowledge of the federal patient satisfaction measurement programs and related tools are essential in the effective performance of these duties. The Patient Experience Manager will also be expected to maintain a high level of customer and employee satisfaction. 

What we look for in a Patient Experience Manager:

• Service oriented, with outstanding interpersonal skills, and the ability to creatively problem-solve, influence and educate others, develop and monitor programs is required.
• Strong computer skills, ability to multi-task and strong organizational skills are essential.
• The ability to walk and stand for long periods of time.
• Ability to analyze and interpret financial and other data.
• Demonstrated proficiency with general business acumen.
• Excellent interpersonal skills.
• Strong service/quality attitude.
• Ability to plan, organize, prioritize and achieve effective time management.
• Ability to work under pressure and meet established goals and objectives.
• Strong public speaking skills.
• Sense of urgency and ability to meet deadlines; self-directed

Required:

• EVS Healthcare

Responsibilities:

• Identify, execute and follow up on any service concern that may arise with proper documentation.
• Analyze, organize and interpret data from federal patient satisfaction measurement programs.
• Through rounding, interviewing, and observations: identify opportunities to improve the services provided. Drive patient, customer, and employee satisfaction.  
• Create programs to increase intradepartmental collaboration to increase the patient perceptions of care.
• Educate and engage department associates, management, and hospital staff on programs and current initiatives to increase scores.
• Think outside the box to creatively address needs. 
• Implement and monitor programs for effectiveness.
• Update and communicate current scores and areas of concern via reports, coaching and meetings on a specified frequency.
• Compile action plans and progress reports on a regular basis to company and hospital leadership.
• Stay informed and up to date on best practices and hospital concerns, initiatives and new concepts pertaining to satisfaction.
• Create and maintain employee reward and recognition programs.
• Ability to handle conflict resolution accordingly.
• Plan, design, and execute hospitality training programs for hourly and management staff as well as hospital staff.
• Document and report daily activities.
• Actively participate in meetings, committees and boards in relationship to position.
• Demonstrate a proactive and enthusiastic attitude in striving for and meeting goals and objectives. 
• Promote teamwork within the department and act as positive role model.
• Demonstrate good communication and listening skills with clients, customers and employees.
• Other duties as assigned and needed.

Qualifications:

• Employees in Healthcare are required to be fully vaccinated against COVID-19 as a term and condition of employment at Xanitos, absent a legally required Medical or Religious exception, and are required to report their vaccination status and upload proof of vaccination via a secure online portal. 
• High School diploma or equivalent required. 2 year College degree preferred. 2 or more years' experience in customer service-related field with management responsibilities, healthcare experience a plus. 
• Flexibility to work some differing shifts
• Proficient in the use of Windows based office software

Xanitos understands the importance of you and your family's health and wellbeing, as well as your financial future. With that in mind, we take pride in the variety of benefit plans that are available for our employees. Please note, plans vary by location and are subject to eligibility and work hour requirements in accordance with company policy and state laws. Plans may include:

• Medical
• Dental
• Vision
• Life, Accident, and Disability Insurance
• 401k Retirement Plans
• Employee Assistance Program (EAP)
• Employee Wellness Program
• Commuter Benefits
• Shoes for Crews Reimbursement
• Paid Time off including Vacation, Sick, Holidays, Elective Holidays, Bereavement, Parental Bonding, Volunteer Day and Jury Duty.
• Employee Discounts to Theme Parks, Theaters, Sporting Events, Movies and More    

Xanitos, Inc. Is a management company that provides hospital housekeeping, patient transport, central laundries services, and patient observation services. It is differentiated by its patented XRO System for cleaning patient rooms, its outstanding operations management team, and by being a private company whose priority is giving top quality service. The results are evident; at the hospitals it serves, Xanitos has improved the cleaning quality, increased HCAHPS scores, reduced the risk of HAIs, lowered bed turnaround time, and significantly reduced costs.

Education

Required

• High School Diploma, GED or equivalent or better

Preferred

• Bachelors or better

See job description