Patient Satisfaction Operations Manager - Travel Required

Compass Group•Charlotte, NC

2d•$68,000 - $72,000•Remote

About The Position

Responsible for coordinating and directing all patient experience activities within the assigned project. Tracks and monitors system and account patient satisfaction initiatives to support high client and customer satisfaction, account retention, strong employee relations, financial performance, and future business growth. Implements and trains Food and Nutrition operations teams on Patient Solutions and Patient Experience standards that improve efficiency and experience outcomes in a hospital food service setting. Serves as a direct link between operational efficiency and patient and nursing satisfaction. Analyzing data and analytics to drive satisfaction and results will be a vital aspect of this position as they are the liaison between patient experience, patient dining operations and nursing.

Requirements

Travel Required
75-100% travel (to our business units) with a schedule based on business needs. Can travel between 5-10 days consecutively.
Based near Charlotte Airport, coverage area is Morrison Healthcare Accounts nationwide
Proficiency in Microsoft Office applications, electronic medical record systems, and diet office software

Nice To Haves

Associate degree with minimum 3 years of experience in food services, customer service training, or a related field, including at least two years of food service management experience; healthcare experience preferred.
Certified Dietary Manager certificate, Registered Diet Technician or Registered Dietitian
Demonstrated ability to communicate clearly, coach and train teams, implement operational standards, and hold leaders and team members accountable for consistent execution
Demonstrated organizational skills, with the ability to effectively manage multiple projects, competing priorities and role responsibilities.
ServSafe® certified

Responsibilities

Establishes goals and oversees implementation of patient food services needs based upon medical direction and patient population
Hires, directs, coaches, trains, and develop patient service team members
Comply with dietary restrictions on special or modified diets to ensure optimal food preferences are met within guidelines of the diet order limitations
Ensure patient services staff assist in achieving stated patient satisfaction goals
Comply with regulatory standards, including federal, state, and accrediting agencies while adhering to facility confidentiality, HIPAA regulations, and patient rights policies
Participates in/ leads patient satisfaction programs, departmental meetings, and facility wide Quality Assurance/Performance Improvement programs
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
Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
Works closely with on-site management team to reach operational goals
Participates in weekly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize
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 of Patient Solutions and Patient Experience program for departmental patient satisfaction operations success
Train designated on-site leaders on program standards and role expectations to ensure consistent execution and long-term sustainability