System Resident/Patient Experience Manager (RD)

Compass Group USA Inc•New York, NY

65d

About The Position

The System Resident/Patient Experience Manager - Registered Dietitian serves as the primary Morrison Living/CCL representative for an assigned healthcare system. This leader oversees all resident/patient experience initiatives, ensuring exceptional satisfaction, employee engagement, financial performance, and compliance with corporate, client, and regulatory standards. The role may manage multiple accounts or supervise Resident/Patient Experience Managers across a region.

Requirements

Bachelor's degree or equivalent experience
Must be registered by the Commission on Dietetic Registration
3-4 years of hospitality experience (acute or long-term care)
2-3 years in customer service or experience training

Nice To Haves

Prior experience in patient/resident satisfaction initiatives preferred
Master's degree or equivalent combination of education and experience
Healthcare leadership experience

Responsibilities

Tracks financial incentives and penalties linked to satisfaction scores.
Operates within budget and meets/exceeds established performance benchmarks.
Maintains high client satisfaction and account retention.
Administers and responds to satisfaction surveys; follows up on concerns promptly.
Promotes hospitality and service excellence across all teams.
Customizes satisfaction programs to meet each account's needs.
Participates in facility committees (e.g., QAPI, Nursing, Food & Nutrition).
Implements and monitors resident/patient experience programs for compliance and effectiveness.
Ensures adherence to all regulatory requirements (DOH, CMS, JCAHO).
Drives continuous improvement in satisfaction scores through collaboration and data-driven actions.
Promotes Morrison Living/CCL culture, standards, and best practices.
Regularly visits accounts to share insights, support teamwork, and identify improvement opportunities.
Leads conference calls and updates with clinical and management teams on trends, goals, and recognition initiatives.
Mentors and supports on-site management and clinical teams.
Assists with hiring, training, and development of Resident/Patient Experience staff.
Ensures HR policy compliance and fosters positive employee relations.
Recognizes and rewards successful initiatives and employee achievements.
Develops training and coaching plans to strengthen leadership and satisfaction outcomes.
Oversees reporting, data tracking, and communication with regional and on-site leaders.
Prepares monthly performance updates, client reports, and newsletters.
Evaluates program outcomes and alignment with system and corporate goals.

Benefits

Education Reimbursement - Financial support for advanced learning
Career Advancement - Growth programs tailored to RDNs
Board Certifications - Financial rewards for obtaining specialty certifications
Relocation Assistance - Support when moving 50+ miles (based on location)
Professional Membership Dues, CDR, & Licensure Coverage - We cover your professional fees
Free CEUs - Through our nutrition education webinar series
Health & Wellness - Medical, dental, and vision plans for you and your family
Financial Security - Life insurance, AD&D, and disability coverage
Retirement Ready - 401(k) and retirement plans to invest in your future
Time Off - Flexible/Paid Time Off and holiday pay (varies by site/state), Paid Parental Leave, Personal Leave
Exclusive Perks - Shopping discounts, commuter benefits, and more
Wellness & Support - Employee Assistance Program, FSAs, and health programs
Protection Plans - Identity Theft Protection and pet insurance