PATIENT SERVICES & EXPERIENCE MANAGER, FOOD AND NUTRITION (HOSPITAL)

Compass Group•Belle Meade, TN

35d•$65,000 - $75,000

About The Position

The Patient Services & Experience Manager plays a key leadership role in managing the day-to-day operations of the Food & Nutrition Services department at a hospital, while enhancing the patient’s experience. This position is responsible for ensuring high-quality, patient-centered service delivery, overseeing patient meal operations, and leading training initiatives that promote service excellence and proper etiquette during patient interactions. This role oversees daily food service for approximately 280 patients, leads a team of 32 hourly associates, and ensures the delivery of nutritious meals, high‑quality service and patient satisfaction. We are seeking a high‑energy leader who thrives in a fast‑paced, dynamic environment and is committed to building and sustaining strong operational systems and processes. This role requires someone who can balance relationship‑building with hands-on execution, foster team engagement while maintaining accountability to departmental goals, and consistently demonstrate big‑picture thinking, proactive planning, and decisive leadership. This is an exciting opportunity for a dynamic, service-driven professional who thrives in a fast-paced healthcare environment and is passionate about improving the patient’s journey through hospitality and operational excellence.

Requirements

Strong understanding of patients' dietary needs, food safety, and sanitation protocols
Proven leadership and coaching skills with the ability to inspire and empower teams
Excellent communication, interpersonal, and conflict resolution skills
Proficient in scheduling, inventory, purchasing, and budget management
ServSafe® Certification required
Familiarity with regulatory standards and patient care protocols in acute care settings
Ability to lead by example and cultivate a culture of accountability and compassion
Proficient computer skills to include; various computer programs, Microsoft Office programs, e-mail and the Internet

Nice To Haves

2-5 years of food service management experience, preferably in a healthcare or hospitality setting
Experience managing patient-facing teams and training staff in service excellence
Certified Dietary Manager (CDM) or Registered Dietitian (RD) a plus
Associate or bachelor’s degree in food service, Nutrition, Hospitality, or related field a plus

Responsibilities

Oversee daily operations of patient food services, ensuring timely and accurate meal delivery aligned with dietary requirements.
Lead initiatives to enhance the patient experience through improved communication, service standards, and staff training.
Collect and analyze patients' feedback and satisfaction data to identify trends and areas for improvement.
Develop and implement action plans to address service gaps and elevate patient satisfaction scores.
Conduct training sessions for frontline staff on patients' interaction, communication etiquette, and service recovery.
Collaborate with clinical and administrative teams to ensure seamless coordination and consistent service delivery.
Handle patients' concerns and complaints with professionalism, working toward timely and effective resolution.
Promote a culture of compassion, accountability, and service excellence across the department.
Ensure compliance with safety, sanitation, infection control, and regulatory standards.
Support quality improvement initiatives and maintain strong interdepartmental relationships.
Supervise and develop a team of supervisors and frontline associates, fostering professional growth and engagement.