PATIENT EXPERIENCE MANAGER

Morrison Healthcare

Morrison Healthcare, a Compass Healthcare company, is a leader in healthcare food and nutrition services company, serving more than 1,000 hospitals and healthcare systems across the country. With more than 31,000 associates nationwide, Morrison uses the Power of Food to create personalized dining experiences for patients and in their cafs to advance the healing and healthful missions of its clients. Morrison has been serving some of the nation's largest health systems for more than 70 years, and it leverages culinary, nutritional, and operational expertise to provide consistency and transform the healthcare experience. Since 2012, Morrison has been recognized as one of Modern Healthcare's Best Places to Work and Training Magazine has named it a Top 125/APEX Award Training Organization. Morrison has more than 1,600 registered dietitians and 1,200 executive chefs, and serves more than 600M meals annually.

Job Summary

Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system/account patient satisfaction initiatives in order to assure highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals and future business growth plans. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.

Key Responsibilities:

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
• Maintains and supports client satisfaction at a level that ensures account retention
• Administers required client/customer surveys and responds in a timely and effective manner
• Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account's needs
• Participates and adds value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
• Ensures compliance with all regulatory agencies (CMS, JCAHO)
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Maintains an awareness of the patient satisfaction updates and industry conditions including internal and external to the accounts and districts
• Works closely with on-site management team to reach operational goals
• Participates on monthly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize
• Participates in all Patient Experience Department learning sessions including monthly educational webinars
• Provides recognition for employee when programs are implemented with success
• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success
• Compose patient satisfaction reports as needed to management.
• Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.

Preferred Qualifications:

• HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred
• 2-3 years in-servicing experience in customer service training
• Hospitality and healthcare experience preferred
• 3-4 years experience in service-oriented operations
• Good coaching and on the job training skills required
• Excellent organizational skills and ability to multi-task essential
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

Associates at Morrison Healthcare are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Paid Parental Leave
• Holiday Time Off (varies by site/state)
• Personal Leave
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

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.

Certain positions may require Florida Level 2 background screening. Details:

Applications are accepted on an ongoing basis.

Morrison Healthcare maintains a drug-free workplace.

Req ID: 1563818