PATIENT EXPERIENCE MANAGER
Salary: 70,000 - 75,000 / year based on experience
Other Forms of Compensation: Flexible Paid Time Off, Benefits, 401K, Training
Pay Grade: 12
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 cafés 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
The Patient Experience Manager is responsible for coordinating and leading all patient experience initiatives within the assigned system. This role monitors ongoing efforts, negotiates adjustments as needed, and supports system‑wide patient satisfaction programs to ensure exceptional client and customer experiences, strong employee engagement, achievement of financial goals, and overall account retention and growth. The Manager also ensures full compliance with all client, governmental, corporate, and divisional policies and procedures.
Key Responsibilities
- Track financial incentives, penalties, and reporting related to patient satisfaction performance for the assigned unit.
- Maintain strong client satisfaction levels to promote ongoing account retention.
- Administer required client and patient surveys and ensure timely, effective follow‑up.
- Monitor compliance, progress, and follow‑up activities for all patient satisfaction initiatives.
- Assist in developing, customizing, and monitoring department or unit‑specific patient satisfaction action plans tailored to each account.
- Actively participate in relevant hospital committees (e.g., Patient Satisfaction, Nursing, Administration, HCAHPS).
- Ensure compliance with regulatory agencies, including CMS and JCAHO.
- Enhance regional patient satisfaction by promoting progress, leveraging success stories, and supporting marketing opportunities.
- Stay current on patient satisfaction trends, updates, and industry conditions across accounts and districts.
- Collaborate closely with on‑site management to achieve operational goals.
- Join monthly conference calls with peers and operations leaders to share updates, trends, and recognition opportunities.
- Participate in all Patient Experience Department learning sessions, including monthly educational webinars.
- Recognize employee contributions and celebrate successful program implementation.
- Prepare and execute development and training plans that support patient satisfaction improvement efforts.
- Create patient satisfaction reports for management as needed.
- Implement standardized forms, data processes, and procedures to support effective departmental operations.
Preferred Qualifications
- High school diploma/GED required; bachelor’s degree preferred.
- 2–3 years of experience delivering customer service training or in‑servicing.
- Background in hospitality or healthcare preferred.
- 3–4 years of experience in service‑oriented operations.
- Strong coaching and on‑the‑job training skills.
- Excellent organizational and multitasking abilities.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and other Windows‑based applications.
Apply to Morrison Healthcare today!
Morrison Healthcare is a member of Compass Group USA
Click here to Learn More about the Compass Story
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.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_MorrisonHealthcare.pdf
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.
Applications are accepted on an ongoing basis.
Morrison Healthcare maintains a drug-free workplace.
Req ID: 1501243
Morrison Healthcare
AMY S MILLER
[[req_classification]]
Nearest Major Market: White Plains
Nearest Secondary Market: New York City
Job Segment:
Chef, Culinary, Hospitality
