PATIENT EXPERIENCE MANAGER

Compass Group•TAMPA, FL

7d•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 to support healing and health. The company has a long history of serving major health systems, leveraging culinary, nutritional, and operational expertise. Morrison has received recognition as one of Modern Healthcare’s Best Places to Work and a Top 125/APEX Award Training Organization. The company employs over 1,600 registered dietitians and 1,200 executive chefs, serving more than 600 million meals annually. This position is responsible for coordinating and directing all patient experience activities within the assigned system. The role involves monitoring and negotiating matters related to system/account patient satisfaction initiatives to ensure high client and customer satisfaction, strong employee relations, achievement of financial goals, and future business growth. The position requires ensuring all personnel comply with client, government, corporate, and division policies and procedures.

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

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 Patient Experience Department learning sessions including monthly educational webinars
Provides recognition for employee when programs are implemented with success
Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success
Compose patient satisfaction reports as needed to management.
Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.