Patient Experience Manager

Aramark•Philadelphia, PA

1d•Onsite

About The Position

Aramark is seeking candidates for a Patient Experience Manager position, to drive patient experience and nursing relationships at Penn Medicine Health System, located in Philadelphia, PA. This is a customer service/hospitality position representing the Food Service and Environmental Services departments to the patients. The role involves establishing and maintaining effective working relationships with other departments to provide a unified approach to patient/resident care, with the level of impact being within its own operation. At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for their employees and customers. Job duties may change or new ones may be assigned without formal notice. Aramark's mission is rooted in service and united by their purpose, striving to do great things for each other, their partners, their communities, and their planet. They believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world, and they believe a career should develop talents, fuel passions, and empower professional growth.

Requirements

Bachelor's degree or equivalent experience
Food Service or Environmental Services Management is ideal
Must be a self-starter with the ability to work with minimal supervision.
Proficient with computer programs and applications
Requires strong customer service experience with a service friendly attitude.
Ability to communicate (both verbal and written) effectively with clients, customers of client and support staff.
Requires management and leadership skills and the ability to work with confidential employee, client and Aramark information.
This client location requires all individuals working on site to be fully vaccinated against influenza before start date.

Nice To Haves

Previous experience driving patient satisfaction scores preferred
Healthcare experience preferred

Responsibilities

Conducts patient rounding, distributing contact information for each dept. and completes rounding logs
Ensures patients know the names of the housekeeper and tray passer.
Conducts spot training for food service and environmental service employees with direct contact to patients.
Provides direct information to supervisor and manager for service recovery.
Participates in the gridding process.
Attends and chairs meetings for patient satisfaction, nurse meetings, client meetings and others as appropriate.
Attends department manager meetings and reports findings.
Conducts nurse rounding and completes logs sending thank you notes as appropriate.
Actively participates in Press Ganey tracking, posting of scores for HCAHPs and Press Ganey.
Completes action item reports and all other necessary reporting daily sending to all appropriate personnel.
Delivers strong operational performance by executing against Aramark Healthcare and regulatory agency standards and programs, continually monitoring operations, and completing assessments and necessary action plans to provide optimal nutrition care and meal service to patients/residents.
Drives patient satisfaction and maintains client relationships through rounding. Ensures compliance to food safety, sanitation, and overall workplace safety standards.
Supervises, staffs, trains, conducts applicable rounding and manages the performance of the staff on the patient units.
Recognizes and adopts activities appropriate to the specific needs of the patient/resident population and demonstrates knowledge of specific issues directly related to age of patient population.