Patient Dining Experience Manager (Healthcare System)

Compass Group•Marshfield, WI

2d•Onsite

About The Position

Morrison Healthcare, a Compass Healthcare company, is a leader in healthcare food and nutrition services, serving over 1,000 hospitals and healthcare systems nationwide. With over 31,000 associates, Morrison focuses on creating personalized dining experiences for patients and in their cafés to support the healing and healthful missions of its clients. With a history of over 70 years, Morrison utilizes culinary, nutritional, and operational expertise to ensure consistency and enhance the healthcare experience. The company has been recognized as one of Modern Healthcare’s Best Places to Work and a Top 125/APEX Award Training Organization. Morrison employs over 1,600 registered dietitians and 1,200 executive chefs, serving more than 600 million meals annually. The System Patient (Dining) Experience Manager is responsible for managing, coordinating, and directing all patient experience activities in collaboration with food and nutrition unit leadership to improve patient satisfaction scores, including the management of other Patient Experience Managers. This role is based out of a 300-bed acute care hospital.

Requirements

HS diploma/GED or equivalent combination of education and experience
2-3 years in-servicing experience in customer service training
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 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

Nice To Haves

4 year degree preferred
Hospitality and healthcare experience preferred

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