System Patient Experience Manager

SYSTEM PATIENT EXPERIENCE MANAGER - MORRISON HEALTHCARE - CLEVELAND, OH!

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 the System Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership in order to improve patient satisfaction scores including management of other Patient Experience Managers.

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 PE Department learning sessions including monthly educational webinars

Provides recognition for employee when programs are implemented with success

Prepares and implements development and training plans for patient satisfaction success

Composes patient satisfaction reports as needed to management

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 is essential

Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

Exhibits initiative, responsibility, flexibility and leadership

Possesses a thorough knowledge of contract administration and office procedures

Fiscal and budgetary skills

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. *Los Angeles applicants: Compass Group will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box ordinance)

Associates at Morrison Healthcare are offered many fantastic benefits.

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

Morrison Healthcare maintains a drug-free workplace.