Hospitality Manager

Catholic Health Hospitality ManagerCatholic Health is one of Long Island's finest health and human services agencies. Our health system has over 16,000 employees, six acute care hospitals, three nursing homes, a home health service, hospice and a network of physician practices across the island.At Catholic Health, our primary focus is the way we treat and serve our communities. We work collaboratively to provide compassionate care and utilize evidence based practice to improve outcomes – to every patient, every time.We are committed to caring for Long Island. Be a part of our team of healthcare heroes and discover why Catholic Health was named Long Island's Top Workplace!Job DetailsHospitality Managers will be responsible for implementing Catholic Health's Patient Experience Program on specific hospital campuses to ensure that patients and families receive comfortable, compassionate, and safe care during their hospital stay. They will work collaboratively with all clinical and nonclinical disciplines in their assigned hospital unit/department to create an environment of safety and comfort for patients and families.Essential Job Duties: The Hospitality Manager will serve as a key point of contact between unit/department leadership and patients/family in managing and coordinating patient care. They will actively listen to patient concerns, and escalate to appropriate management as they arise, performing service recovery as needed. They will actively:Round on patients and families regularly to ensure standards of care are met and to develop a relationship of trustFacilitate communication between patients, patient/families and the care teamFacilitate patient experience rounding by senior leaders on the nursing unit. Shadow and observe the patient's experience rounding in actionEnsure there is real-time follow-up on patient/family concernsIdentify and follow through with patients and families who have special needs/requests or who require service recoveryTrack/trend patient feedback to identify issues and opportunitiesComplete reports and documentation to share with the appropriate stakeholdersFacilitate surveys - discuss with patients and families and encourage survey participation and unbiased feedbackConduct follow-up phone calls post-discharge to collect additional feedbackAssist with capturing patient success storiesAssist PX Director with in-depth analysis of all patient metrics, PX Surveys, written and verbal compliments and complaints, and qualitative data from multiple sourcesProvide one-on-one coaching for leaders and key staff to improve patient experienceProvide regular communication to the campus PX Director on project timelines and progress.Collaborate on a regular basis with the campus PX DirectorEducate staff in the philosophy and techniques of patient experience improvement, using I-CARE values to drive culture and behaviorParticipate in unit and departmental meetings and huddles as indicatedAssist in implementing process improvement projects that impact patient experience in the hospitalAny other related request, as directed by the Catholic Heath Office of Patient ExperienceExemplify, promote, lead and coach on the ICARE values and PX behaviors on a daily basis with patients, families, and employeesUniform will likely be providedEducation and Experience: To qualify, the candidate must have a Bachelor's Degree with a minimum of 1–2 years of work experience participating in performance improvement programs, problem-solving, time management, hospitality programs. Excellent written and oral communication skills; prioritization skills; and be self-motivated and detail oriented with an excellent work ethic.Other skills:Outstanding interpersonal and communication skills.Ability to respond in a caring, empathic, and calming way with people.Comfortable working in a fast-paced setting with seriously ill.Demonstrated experience in leading by influence.User knowledge of relevant computer systems/applications.Ability to research, summarize and communicate verbally and in writing to the public.Polished facilitation and presentation skillsPosted Salary RangeUSD $72,000.00 - USD $115,000.00 /Yr.This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate's qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits.At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.