Patient Experience Manager 4
About The Position
Sodexo is seeking a Patient Experience Manager 4 to support Beth Israel Lahey Health System, a large, multi-site healthcare network. This is a strategic, system-level role responsible for driving patient satisfaction initiatives across 14 locations, with a strong focus on Food Service and Environmental Services (EVS) operations. This position is remote-based, with an expectation of being onsite at assigned locations four days per week. A valid driver’s license and the ability to travel between sites is required. The ideal candidate will bring a strong background in healthcare hospitality, patient satisfaction, and data-driven performance improvement, with the ability to influence multiple stakeholders and standardize best practices across a complex system.
Requirements
- Bachelor’s degree or equivalent experience in hospitality, healthcare administration, or related field
- 5+ years of experience in patient experience, healthcare hospitality, or service excellence leadership
- Proven ability to analyze data, identify trends, and implement process improvements that drive satisfaction
- Strong knowledge of patient services, food service operations, and/or EVS programs in healthcare
- Experience with patient satisfaction tools, rounding programs, and service recovery initiatives
- Demonstrated success managing multi-site or system-level initiatives
- Excellent communication, presentation, and stakeholder engagement skills
- Passion for delivering exceptional patient and guest experiences aligned with Sodexo CARES principles
- Valid driver’s license required with the ability to travel between multiple locations
- Minimum Education Requirement: Bachelor’s degree or equivalent experience
- Minimum Functional Experience: 3 years
Responsibilities
- Develop and execute a system-wide strategic patient experience plan for Food Service and Environmental Services across all assigned sites
- Analyze patient feedback and satisfaction data to perform root cause analysis and implement sustainable solutions
- Lead and support patient rounding programs, service recovery efforts, and continuous improvement initiatives
- Oversee and optimize Building Service Response (BSR) programs to ensure timely, high-quality issue resolution
- Drive implementation, compliance, and enhancement of Healthtouch (or equivalent patient experience platforms/programs)
- Partner with site leadership, clinical teams, and operational leaders to align on service excellence goals
- Evaluate service levels and develop strategies to exceed patient satisfaction targets
- Standardize processes and best practices across multiple locations to ensure consistency and scalability
- Provide coaching and mentorship to onsite managers to strengthen patient experience culture and accountability
- Prepare and present performance metrics, insights, and action plans to senior leadership
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
