Recruiter's Glossary

Examples: Pharmacy Management • FHIR • Behavioral Health Integration

Patient Satisfaction

Term from Healthcare Services industry explained for recruiters

Patient Satisfaction is a key measure of how well healthcare services meet patients' expectations and needs. It's like a customer service rating, but for healthcare settings. This term shows up frequently in healthcare job descriptions because it's how medical facilities track and improve the quality of care they provide. When candidates mention this on their resume, it usually means they've worked on making patients happier with their care experience, collecting feedback, or improving healthcare service quality. Related terms include "patient experience," "patient feedback," or "HCAHPS scores" (which is just a formal patient survey system used by hospitals).

Examples in Resumes

Improved Patient Satisfaction scores by 25% through implementing new communication protocols

Led team initiatives resulting in increased Patient Satisfaction ratings from 83% to 92%

Developed and managed Patient Satisfaction surveys and feedback programs

Achieved top hospital rankings for Patient Experience metrics

Maintained consistently high Patient Satisfaction scores in emergency department

Typical job title: "Patient Experience Managers"

Also try searching for:

Patient Experience Coordinator Quality Improvement Specialist Patient Relations Manager Healthcare Quality Manager Patient Advocacy Specialist Customer Service Manager - Healthcare Patient Services Director

Where to Find Patient Experience Managers

Professional Organizations

• The Beryl Institute
• Patient Experience Institute
• National Association for Healthcare Quality

Job Boards

Professional Networks

Example Interview Questions

Senior Level Questions

Q: How would you develop a hospital-wide strategy to improve patient satisfaction scores?

Expected Answer: Look for answers that show experience in creating comprehensive programs, working with different departments, analyzing data, and implementing changes across large organizations. They should mention staff training, measuring results, and maintaining improvements over time.

Q: Tell me about a time you had to handle a major patient satisfaction crisis.

Expected Answer: Strong candidates should describe specific examples of identifying problems, quick response times, working with various stakeholders, and implementing both immediate and long-term solutions to prevent future issues.

Mid Level Questions

Q: How do you gather and use patient feedback to improve services?

Expected Answer: Candidates should mention different feedback collection methods (surveys, interviews, comment cards), analyzing trends, and working with staff to make improvements based on feedback.

Q: Describe your experience with patient satisfaction metrics and reporting.

Expected Answer: Look for familiarity with satisfaction surveys, understanding of how to read and interpret satisfaction scores, and experience presenting data to different audiences.

Junior Level Questions

Q: What does good patient satisfaction mean to you?

Expected Answer: Should demonstrate understanding of basic customer service in healthcare, importance of communication, and awareness of how various hospital roles impact patient experience.

Q: How would you handle an unhappy patient?

Expected Answer: Should show basic customer service skills, empathy, ability to listen, and knowledge of when to escalate issues to supervisors.