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PATIENT EXPERIENCE MANAGER

Morrison Healthcare is a leading national food and nutrition services company exclusively dedicated to serving more than 600 hospitals and healthcare systems. Morrison's hospital kitchens, restaurants, and cafés feature socially responsible practices and exceptional guest experiences. The company's comprehensive Mindful Choices® wellness and sustainability platform includes the latest in healthful eating and an understanding of behavioral change in food consumption. Morrison's alignment with Partnership for a Healthier America's (PHA) Hospital Healthy Food Initiative positively impacts up to 41 million patients and 500 million hospital meals annually. Morrison has been named one of Modern Healthcare's "Top 100 Best Places to Work in Healthcare" for the past five years, and Training Magazine's Top 125 organizations for the past six consecutive years. The company is a division of Compass Group and has more than 1,200 registered dietitians, 300 executive chefs, and 17,000 professional food service team members.

Job Summary

Working as a Patient Experience Manager, you will provide customer service and support to patients by soliciting feedback from them and then delivering feedback to operations staff. Includes providing reporting and training on patient satisfaction measures.


Duties and Responsibilities:

* Tracks financial incentives and penalties as tied to patient satisfaction performance.
* Operates within budget.
* Achieve Budget/Financial Responsibilities
* Greets/meets patients as admitted and during stay—contacts approximately 100 patients   daily.
* Identifies through interviews, discussions or observations opportunities to improve   inpatient experience.
* Educates patients on services provided by Morrison Health Care; probes for concerns,   needs, impressions of service.
* Serves as department patient advocate. Informs management when conditions or practices are   unsatisfactory.
* Follows-up on every concern to ensure that resolution occurs and that patient perceives   this resolution.
* Participates in departmental patient satisfaction meetings.
* Plans and delivers customer service training for hourly and supervisory staff.
* Designs, implements and updates digestible data board.
* Accesses, analyzes and shares patient satisfaction data with on-site team and client.
* Assists department in shadowing hourly food and nutrition services associates.
* Works collaboratively with food and nutrition associates, supervisors and managers to   enhance inpatient experience—resolving patient concerns, addressing special requests,     providing creative “touches”.
* Dispatches concerns regarding other department services to appropriate personnel.
* Relates in a positive, can-do spirit to food and nutrition associates, nursing and   department personnel and visitors.

Preferred Qualifications:

* High School Diploma, GED preferred or equivalent combination of education and experience, 
* Bachelor’s Degree or equivalent combination of education and experience, preferred.
* 3-4 years hospitality experience required
* 2-3 years experience delivering customer service training
* Healthcare experience preferred
* Good coaching and on the job training skills required
* Excellent organizational skills and ability to multi-task essential

Apply to Morrison Healthcare today!

Morrison Healthcare is a member of Compass Group USA

Click here to Learn More about the Compass Story

 

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.

Req ID:  221599

Morrison Healthcare 

Michael Gremba 

SALARIED EXEMPT 


Nearest Major Market: Columbus

Job Segment: Food Service, Hospitality