SYSTEM PATIENT FOOD EXPERIENCE MANAGER - Atlanta, GA

Compass Group•Atlanta, GA

1d•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 for patients and in their cafés to support the healing and health missions of its clients. With over 70 years of experience serving large health systems, Morrison combines culinary, nutritional, and operational expertise to enhance the healthcare experience. Morrison has been recognized as one of Modern Healthcare’s Best Places to Work since 2012 and a Top 125/APEX Award Training Organization by Training Magazine. The company employs over 1,600 registered dietitians and 1,200 executive chefs, serving more than 600 million meals annually.

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 Microsoft Office, Word, Excel, PowerPoint and Outlook.
Exhibits initiative, responsibility, flexibility and leadership.
Possesses a thorough knowledge of contract administration and office procedures.
Fiscal and budgetary skills.

Nice To Haves

4 year degree preferred.
Hospitality and healthcare experience preferred.

Responsibilities

Manage, coordinate, and direct all patient experience activities in collaboration with unit leadership to improve patient satisfaction scores, including the management of other Patient Experience Managers.
Track financial incentives, penalties, and reporting related to patient satisfaction performance for respective units.
Maintain and support client satisfaction to ensure account retention.
Administer required client/customer surveys and respond in a timely and effective manner.
Monitor and ensure compliance, progression, and follow-up of patient satisfaction initiatives.
Assist in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs.
Participate and add value to hospital committees such as Patient Satisfaction Committee, Nursing, Administration, and HCAHPS Committee.
Ensure compliance with all regulatory agencies (CMS, JCAHO).
Increase regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success.
Maintain awareness of patient satisfaction updates and industry conditions, both internal and external to accounts and districts.
Work closely with the on-site management team to achieve operational goals.
Participate in monthly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities for recognition.
Participate in all PE Department learning sessions, including monthly educational webinars.
Provide recognition for employees when programs are implemented successfully.
Prepare and implement development and training plans for patient satisfaction success.
Compose patient satisfaction reports as needed for management.