Hospitality Manager

Catholic Health•Melville, NY

6d•Onsite

About The Position

Catholic Health is seeking a Hospitality Manager to implement its Patient Experience Program on specific hospital campuses. The goal is to ensure patients and families receive comfortable, compassionate, and safe care. This role involves collaborating with clinical and non-clinical teams to foster an environment of safety and comfort. Catholic Health is a leading health and human services agency on Long Island with a large employee base and multiple facilities, recognized for its commitment to the community and compassionate care.

Requirements

Bachelor’s Degree
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
Self-motivated and detail-oriented with an excellent work ethic.
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 patients.
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 skills.

Responsibilities

Serve as a key point of contact between unit/department leadership and patients/families in managing and coordinating patient care.
Actively listen to patient concerns and escalate to appropriate management, performing service recovery as needed.
Round on patients and families regularly to ensure standards of care are met and build trust.
Facilitate communication between patients, patient/families, and the care team.
Facilitate patient experience rounding by senior leaders on the nursing unit.
Ensure real-time follow-up on patient/family concerns.
Identify and follow through with patients and families who have special needs/requests or require service recovery.
Track and trend patient feedback to identify issues and opportunities.
Complete reports and documentation for stakeholders.
Facilitate surveys, discussing with patients and families and encouraging participation.
Conduct post-discharge follow-up phone calls for feedback.
Assist with capturing patient success stories.
Assist the PX Director with in-depth analysis of patient metrics, surveys, compliments, complaints, and qualitative data.
Provide one-on-one coaching for leaders and key staff to improve patient experience.
Provide regular communication to the campus PX Director on project timelines and progress.
Collaborate with the campus PX Director.
Educate staff on patient experience improvement philosophy and techniques, using I-CARE values.
Participate in unit and departmental meetings and huddles.
Assist in implementing process improvement projects impacting patient experience.
Exemplify, promote, lead, and coach on ICARE values and PX behaviors daily.
Fulfill any other related requests from the Catholic Health Office of Patient Experience.