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DIR, NATL PATIENT EXPERIENCE, QUALITY, AND RELIABILITY

 

  • We are hiring immediately for a XXX position.
  • Location: Note: online applications accepted only.
  • Schedule:
  • Requirement:
  • Pay Range: [[cust_StartingPayRate]] per hour to [[cust_MaxPayRate]] per hour.

 

Make a difference in the lives of people, your community, and yourself. At Morrison Healthcare, a Compass Healthcare company, you’ll join a culture that values caring for people, fostering belonging, and creating moments that truly matter. Here, your work has purpose: to nourish patients, caregivers, and communities while upholding the highest standards of detail, quality, and excellence in every meal served.

For more than 70 years, Morrison has supported leading health systems nationwide with culinary, nutritional, and operational expertise. With more than 31,000 dedicated team members, including 1,600 registered dietitians and 1,200 executive chefs, we empower and uplift each other by working together, take responsibility for our commitments, and believe in helping one another achieve more together by realizing our unlimited potential.

Job Summary

Summary:

The National Director of Experience, Quality, and Reliability spearheads enterprise-wide strategies that elevate patient, client, and employee experiences across all Compass Healthcare sectors. Serving as the primary champion for High Reliability and lead facilitator of the HRO Steering Committee, this leader integrates operational technology, standardized practices, and nationwide training to cultivate a culture of safety, consistency, and service excellence at scale.

 

Key Responsibilities:

 

National Strategy & Enterprise Standardization

  • Develop and execute a national roadmap for experience innovation, standard operating procedures, and reliability aligned with corporate goals.
  • Establish governance models, workflows, and service benchmarks across all operating sectors.
  • Partner with executive leadership (including Vice Presidents and Division National Directors) to integrate experience, reliability, and operational performance.
  • Provide leadership oversight for the Compass Healthcare Customer Design team.

 

High Reliability Organization (HRO) Leadership

  • Champion high-reliability principles, embedding safety, transparency, and accountability into daily operations.
  • Organize and serve as an ad hoc member of the system-wide HRO Steering Committee.
  • Deploy HRO frameworks, performance metrics, and behavioral standards across all Compass Healthcare sectors.

 

Training Strategy & Workforce Development Oversight:

  • Provide end-to-end strategic and operational oversight for all experience, hospitality, and reliability learning initiatives.
  • Directly supervise, mentor, and develop learning leaders, training directors, and national instructional teams.
  • Oversee the full lifecycle of training development: conducting needs assessments, updating collateral, delivering train-the-trainer workshops, coordinating volunteer trainer networks, and evaluating instructional efficacy.
  • Standardize onboarding, operational compliance, technology adoption, and continuing education curricula nationwide.

Technology, Tools & Innovation Optimization

  • Direct the selection, deployment, and optimization of digital experience platforms, website engagement tools, rounding applications, and performance tracking systems.
  • Integrate emerging tools, including AI, Learning Management Systems (LMS), and automation, to reduce administrative burden and modernize learning delivery.

 

Qualifications:

 

Education and Experience:

· Bachelor’s degree in Healthcare Administration, Business, Learning & Development, or a related field required; Master’s degree (MHA/MBA) preferred.

· 10+ years of progressive leadership experience in healthcare operations, enterprise experience strategy, or multi-site program management.

· Proven track record leading enterprise-wide training functions, instructional design strategies, and technology implementations.

· Lean Six Sigma certification (Black Belt) and professional training/instructional design certifications preferred.

· Deep expertise in HCAHPS, CMS guidelines, accreditation standards, and High Reliability frameworks.

BENEFITS FOR OUR TEAM MEMBERS

  • Full-time and part-time positions are offered the following benefits: Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identify Theft Protection, Pet Insurance, and other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
  • Full-time positions also offer the following benefits to associates: Medical, Dental, Vision, Life Insurance/AD, Disability 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. 

https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_MorrisonHealthcare.pdf

Morrison Healthcare is a member of Compass Group. 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.

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/ 

Applications are accepted on an ongoing basis. 

Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply. 

Morrison Healthcare maintains a drug-free workplace. 


Nearest Major Market: Columbus
Job Segment: Chef, Culinary, Hospitality

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