Patient Experience Manager 4

Sodexo S A • New Haven, CT

124d

About The Position

Sodexo is seeking a dynamic and results-driven Patient Experience Manager 4 to lead patient experience and project management initiatives across the seven acute care hospitals within the Yale New Haven Health System. This is a remote-based role with weekly travel required and high visibility among executive-level stakeholders. Reporting to the Vice President of Operations, this role acts as a key change agent, driving cultural transformation across support services and ensuring an exceptional patient experience that aligns with operational goals and organizational values.

Requirements

• Must-have experience in Patient Experience strategy, analysis, and implementation within healthcare or hospital systems.
• Proven experience in Project Management and Change Management, with the ability to drive organizational improvements and influence without direct authority.
• Strong presentation, communication, and interpersonal skills - able to confidently interface with executive leadership and operational teams.
• Analytical mindset with the ability to interpret and act on data insights, particularly related to Press Ganey and other patient satisfaction tools.
• High energy, self-discipline, and the ability to thrive in a fast-paced, decentralized environment.
• Confident and assertive - comfortable challenging assumptions, pushing for outcomes, and owning results.
• Demonstrated success building trust and rapport with diverse stakeholders, including unionized environments.

Responsibilities

• Serve as the system-wide expert in Patient Experience, partnering with site-based Patient Experience Managers (PEMs) to analyze data, identify trends, and drive measurable improvements.
• Regularly travel to each hospital location (approx. 4 days/week) to conduct rounds, gather patient insights, assess service delivery, and identify improvement opportunities.
• Develop and execute actionable strategies and project plans based on Press Ganey and internal performance metrics to elevate patient satisfaction and engagement.
• Build and maintain strong relationships with C-Suite and E-Suite leaders across all sites, acting as the primary point of contact for patient experience performance and strategy.
• Translate qualitative and quantitative findings into executive-level communications and presentations, clearly articulating the value proposition and return on experience initiatives.
• Collaborate with cross-functional teams, including Operations and Food Services, to ensure aligned service delivery and a seamless patient experience.
• Provide oversight and coordination of 10 site-based PEMs, ensuring consistency in execution, accountability, and continuous improvement across the system.
• Maintain autonomy in scheduling and prioritizing site visits based on patient experience data, operational needs, and organizational priorities.

Benefits

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Food Services and Drinking Places
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees