Patient Dining Experience Manager

Compass Group•Memphis, TN

12d•$60,000 - $65,000

About The Position

The Patient Dining Experience Manager is responsible for coordinating and directing patient experience activities within an assigned system. The role monitors and selectively negotiates matters related to patient satisfaction initiatives to support high client and customer satisfaction, account retention, employee relations, financial goals, and future business growth. The manager ensures personnel under their operational influence comply with client, government, corporate, and division policies and procedures. The role works closely with on-site management and hospital stakeholders to monitor patient satisfaction, support improvement plans, ensure regulatory compliance, and communicate progress. It also provides employee recognition, develops and implements training plans, standardizes patient satisfaction processes, and prepares reports for management as needed.

Requirements

High school diploma/GED or equivalent combination of education and experience.
2–3 years of in-servicing experience in customer service training.
3–4 years of experience in service-oriented operations.
Good coaching and on-the-job training skills.
Excellent organizational skills and ability to multitask.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Four-year degree preferred.
Hospitality and healthcare experience preferred.

Responsibilities

Track financial incentives, penalties, and reporting tied to patient satisfaction performance for the unit.
Maintain client satisfaction at a level that supports account retention.
Administer required client and customer surveys and respond in a timely, effective manner.
Monitor compliance, progress, and follow-up for patient satisfaction initiatives.
Assist in developing, customizing, and monitoring patient satisfaction action plans to meet account needs.
Participate and contribute to hospital committees as needed, including patient satisfaction, nursing, administration, and HCAHPS committees.
Ensure compliance with regulatory agencies, including CMS and JCAHO.
Promote and monitor regional patient satisfaction progress and share marketing successes.
Stay aware of patient satisfaction updates and industry conditions within and outside accounts and districts.
Work with the on-site management team to achieve operational goals.
Participate in monthly conference calls with Patient Experience Managers and operations management to discuss updates and trends and identify recognition opportunities.
Participate in Patient Experience Department learning sessions, including monthly educational webinars.
Recognize employees when programs are implemented successfully.
Prepare and implement development and training plans for patient satisfaction success.
Prepare patient satisfaction reports for management as needed.
Implement forms and data processes and ensure standardization for departmental patient satisfaction operations.