Patient Dining Experience Manager (Healthcare System)

Morrison Healthcare, a Compass Healthcare company, is a leader in healthcare food and nutrition services, serving more than 1,000 hospitals and healthcare systems across the country. With over 31,000 associates nationwide, Morrison uses the Power of Food to create personalized dining experiences for patients and in their cafés to advance the healing and healthful missions of its clients.

About the role

As the System Patient (Dining) Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with food and nutrition unit leadership to improve patient satisfaction scores, including management of other Patient Experience Managers. This role is based out of a 300-bed acute care hospital in Marshfield, WI.

Responsibilities

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit
• 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
• Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Participates and adds value to hospital committees as necessary (e.g., Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee)
• Ensures compliance with all regulatory agencies (CMS, JCAHO)
• Increases regional patient satisfaction performance by promoting and monitoring progress and exploiting marketing success
• Maintains awareness of patient satisfaction updates and industry conditions, both internal and external to the accounts and districts
• Works closely with the on-site management team to reach operational goals
• Participates in monthly conference calls with fellow Patient Experience Managers and operations management to communicate updates, trends, and identify opportunities for recognition
• Participates in all Patient Experience Department learning sessions, including monthly educational webinars
• Provides recognition for employees when programs are implemented successfully
• Prepares and implements development and training plans for patient satisfaction success
• Composes patient satisfaction reports as needed for management

Qualifications

• HS diploma/GED or equivalent combination of education and experience; 4-year degree preferred
• 2-3 years of in-servicing experience in customer service training
• Hospitality and healthcare experience preferred
• 3-4 years of experience in service-oriented operations
• Strong coaching and on-the-job training skills
• Excellent organizational skills and ability to multi-task
• Proficient in 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

Pay

$75,000–85,000 annually. Relocation assistance available.

Schedule

Monday–Friday, 40–50 hours per week, with alternating weekends and holidays alongside the salaried management team.

Benefits

• Medical, dental, and vision insurance
• Life insurance/AD&D
• Disability insurance
• Retirement plan
• Flexible time off
• Paid parental leave
• Holiday time off (varies by site/state)
• Personal leave
• Associate shopping program
• Health and wellness programs
• Discount marketplace
• Identity theft protection
• Pet insurance
• Commuter benefits
• Employee assistance program
• Flexible Spending Accounts (FSAs)