ABM (NYSE: ABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300+ offices deployed throughout the United States and various international locations. ABM’s comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes — from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title

Patient Experience Manager

Education

High School or GED

Career Level

Manager

Category

Operations

Job Type/ FLSA Status

Salaried Exempt

Travel Required

None

Shift Type

Job Description

The Patient Experience Manager supports the Healthcare Support Services Patient Experience program at the designated account/work location. Collaborates with ABM Healthcare Support Services department leaders and their teams to support the Healthcare Support Services and client organization's goals and objectives related to the patient experience and the Environmental Services operations as measured by the HCAHPs metrics and other customer satisfaction measures. The Patient Experience Manager partners with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account. This individual works closely with leadership, the hospital-based patient experience team, and employees to analyze patient experience results and identify, prioritize, plan, implement, and oversee improvement efforts. ESSENTIAL DUTIES: The Patient Experience Manager is responsible for successfully coordinating and directing all patient experience activities in collaboration with unit leadership at their assigned facilities. The Patient Experience Manager will monitor unit patient satisfaction metrics including HCAHPS scores and third-party patient satisfaction vendor surveys, create and distribute reports at least monthly to unit leadership and the respective Campus Directors.

Essential Duties and Responsibilities:

• Achieve Budget/Financial Responsibilities (5%)
• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit. Customer Relations (15%)
• 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. Operation Excellence (60%)
• Responsible for implementation and effectiveness of patient satisfaction programs at unit site 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).
• Demonstrates a proactive and enthusiastic attitude in striving for and meeting all patient satisfaction goals and objective.
• Recognizes the need for and demonstrates good communication and listening skills with clients, customers and employees.
• Interacts with fellow Patient Experiences leaders to share ideas and learn about best practices.
• Represents the corporation both professionally and ethically at all times.
• Interfaces proactively with all support departments to obtain best results for all concerned.
• Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience. • Communicates and interacts with patients, families and others in a caring, empathetic, courteous, and respectful manner.
• • Works cooperatively with the rest of EVS Management Team, Regional directors of Operations, and ABM Healthcare Support Services Management Personnel.
• Reporting requirements include but will not be limited to weekly reports, bi-weekly reports, monthly reports and annual reports. Facility administration, System Director of Operations and/or Regional Director of Operations may change the frequency of reports at any time. 
• Ensures industry standards are met, and satisfaction scores are on target. Actively connects with the patient at the bedside and serves as a liaison to connect the patient’s voice, expectations, and perspective with the ABM Healthcare Support Services team.
• Acts as a positive role model. People Management (10%)
• Assist in effective employee relations programs at unit site.
• 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.
• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success.
• Advocates for patient to resolve issues. Administration (10%)
• Evaluate programs, its alignment with goals and report to operational teams as necessary. 
• Assist with on-site reporting and communication.
• Tracks and trends patient/visitor service concerns. Conducts patient surveys and discusses results with leadership the same or next day before daily huddles. Identifies system/process related problems via patient/visitor data and works collaboratively with the ABM Healthcare Support Services leadership and staff to resolve.
• Provides feedback and coaching to the ABM Healthcare Support Services team in delivering high touch, service-oriented interactions at every encounter with the patients, visitors, and family. Conducts trend analysis measuring patient experience and HCAHPS scores.
• Must have knowledge of basic statistics and the ability to interpret graphical illustrations regarding patient experience data.

Minimum Requirements

• High School Diploma/GED with 4+ years of relevant management experience is acceptable.
• Must possess a minimum of two (2) years of proven patient experience work within a healthcare or hospitality setting.
• A minimum of two (2) years’ experience in in a service industry preferred (hospitality, restaurant, personal services, education, or healthcare)