Patient Experience Manager 3

Sodexo is seeking a Patient Experience Manager to lead daily operations for our food team at HMH Jersey Shore Medical Center in Neptune City, New Jersey. Jersey Shore Medical Center operates with approximately 700 beds, serving as a major regional academic medical center, including an 88-bed children's hospital (K. Hovnanian Children's Hospital).

About the role

Lead initiatives that advance patient-centered care, service excellence, and continuous quality improvement across the healthcare enterprise. Round with patients to gather experience data, collaborate with nursing, clinical teams, and service line leaders, and implement patient-focused solutions. Monitor key performance metrics, conduct staff audits, provide coaching, and foster a culture of safety, responsiveness, and exceptional care.

Accountable for managing people, setting direction, and deploying resources; responsible for performance evaluation, pay reviews, and hire/fire decisions. Results are primarily achieved through the work of others and depend on the ability to influence and negotiate with parts of the organization. Progression reflects acquisition of broad technical expertise, business and industry knowledge, and leadership capabilities. Accountable for business, functional, or operational areas, processes, or programs, which may include dotted-line or matrixed management.

Responsibilities

• Shape patient and family experience in a highly visible role
• Collaborate with nursing, support services, clinical leaders, and experience teams
• Participate in patient rounding, service audits, staff training, and quality improvement initiatives
• Influence organizational culture through service excellence and safety leadership
• Analyze patient satisfaction trends and drive measurable improvements
• Engage in relationship-building across the hospital network
• Contribute to meaningful initiatives that improve care and patient experience outcomes
• Collect, organize, and trend patient feedback to inform actionable plans
• Conduct staff rounding, performance audits, and service-based coaching
• Uphold safety behaviors, including incident reporting and operational safety compliance

Requirements

• Bachelor’s degree or equivalent experience
• 3 years of related experience
• Experience driving patient experience or customer service improvements within a large, complex healthcare environment
• Knowledge of patient satisfaction survey tools, feedback systems, and experience-related data analysis
• Strong communication and listening skills, with confidence in representing the organization professionally
• Leadership presence that inspires teams and promotes collaboration
• High ethical standards, integrity, and follow-through in all responsibilities
• Organizational, self-directed, and detail-oriented approach to daily work

Pay

Pay range: $94,860 – $122,760 per year. Eligible to participate in Sodexo's incentive plan and earn variable compensation in addition to base salary.

Benefits

• Medical, dental, and vision care
• Wellness programs
• 401(k) plan with matching contributions
• Paid time off and company holidays
• Career growth opportunities
• Tuition reimbursement

More extensive information is provided to new employees upon hire.