PATIENT FOOD EXPERIENCE MANAGER - Houston, TX

Compass Group•Houston, TX

10d

About The Position

The Patient Food Experience Manager coordinates and directs patient experience activities within an assigned system. The role monitors and, when needed, negotiates matters related to patient satisfaction initiatives to support high client and customer satisfaction, account retention, strong employee relations, financial goals, and future business growth. The manager ensures that personnel within their operational influence comply with client, government, corporate, and division policies and procedures.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
Two to three years of in-servicing experience in customer service training.
Three to four years of experience in service-oriented operations.
Good coaching and on-the-job training skills.
Excellent organizational skills and ability to multitask.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Four-year degree preferred.
Hospitality and healthcare experience preferred.

Responsibilities

Track financial incentives, penalties, and reporting tied to patient satisfaction performance for the assigned unit.
Maintain client satisfaction at a level that supports account retention.
Administer client and customer surveys and respond promptly and effectively.
Monitor and ensure compliance, progress, and follow-up for patient satisfaction initiatives.
Help develop, customize, and monitor patient satisfaction action plans for departments or units.
Participate and contribute to hospital committees as needed, including patient satisfaction, nursing, administration, and HCAHPS committees.
Ensure compliance with regulatory agencies, including CMS and JCAHO.
Promote and monitor regional patient satisfaction progress and highlight marketing successes.
Stay informed about patient satisfaction updates and industry conditions, both within and outside accounts and districts.
Work with on-site management teams to achieve operational goals.
Join monthly calls with other Patient Experience Managers and operations management to share updates and trends and identify recognition opportunities.
Participate in Patient Experience Department learning sessions, including monthly educational webinars.
Recognize employees when programs are successfully implemented.
Prepare and implement development and training plans focused on patient satisfaction.
Prepare patient satisfaction reports for management as needed.
Implement forms and data and ensure standardization of departmental patient satisfaction operations.