Patient Experience Manager

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and more efficient, enhancing the overall occupant experience across commercial real estate, aviation, education, mission-critical, and manufacturing and distribution sectors.

About the role

The Patient Experience Manager leads and oversees initiatives that strengthen the patient experience across every encounter. This role partners with leaders and frontline team members to ensure service standards are consistently delivered, patient interactions reflect empathy and professionalism, and opportunities to improve the overall experience are identified and addressed.

Responsibilities

• Provides training, coaching, and ongoing support to team members in essential customer service KPIs.
• Monitors performance, reinforces accountability, and helps build a culture where exceptional service is embedded into daily operations and every patient interaction.
• Recommends operational and employee improvements to the Project Manager.
• Administers Corporate Service Standards and Hospital Service Expectations.
• Trains team members on empathy-based communication, service recovery, and general customer service best practices.
• Assists in hiring new employees.
• Assists in the onboarding and training of new hires.
• Assists each guest into and out of their vehicles by opening/closing car doors and retrieving/storing wheelchairs/strollers and belongings.
• Ensures quality assurance and management visibility at all times to maintain high standards of quality, reliability, and safety.
• Works closely with the Guest Service Ambassadors to ensure service continuity.
• Ensures established dress code and hygiene guidelines, including being properly identified, are consistently applied and followed.
• Acts as liaison with the frontline team and upper management.
• Ensures labor is in line with service expectations.
• Monitors traffic patterns and valet activity to prevent injuries and guest claims.
• Investigates and provides service recovery for all reported complaints.
• Ensures timely ordering and replacement of supplies, signage, and uniforms, as necessary.
• Performs all Guest Service Ambassador (GSA) tasks, as needed.

Requirements

• Proven ability to manage, train, and develop a team.
• Proven experience building and maintaining professional working relationships.
• Proven background managing multi-task operations.
• Ability to implement policies and procedures.
• Experience preparing and/or maintaining a budget.
• Effective verbal and non-verbal communication skills.
• Ability to work in an environment exposed to weather and temperature changes (hot, cold, wet, humid, or windy conditions for long periods).
• Must meet health requirements such as TB test, Hepatitis screen, Rubella, etc.
• Must be able to lift, push, pull objects up to 50 pounds with reasonable accommodation, and exhibit full range of motion including standing, bending, stooping, kneeling, reaching, twisting, lifting, pushing, pulling, climbing, balancing, and crouching.
• Ability to stand continuously and perform job functions for a full shift.
• High school diploma or equivalent.
• Read, write, and communicate using English language sufficient to perform job functions.
• Must pass a pre-employment drug test.
• Must provide proof of eligibility to work in the United States.
• Must be 18 years of age and possess a valid driver’s license with an MVR meeting company guidelines, if required.
• Ability to operate a standard and automatic transmission, if required.

Applicants may be rejected if an interview or background check reveals a felony conviction or offense against property such as receipt of stolen property, larceny, embezzlement, burglary, or similar convictions.

Skills

• Able to act independently and make accurate decisions with exceptional focus on attention to detail.
• High degree of ability controlling flows of traffic and valet lanes.
• High degree of attention required to prevent injury to others and damage to vehicles when operating vehicles.
• Ability to demonstrate exceptional service and interpersonal skills that are interpreted as positive and customer service oriented.
• Ability to calculate and balance numbers rapidly and accurately.
• Understand and respond appropriately to basic customer and employee inquiries.
• Ability to analyze and solve problems.
• Must maintain confidentiality of patients, visitors, staff, and guests.
• Ability to operate equipment in assigned area.

Pay

$58,000 per year salary (U.S. Dollars). The pay listed is the salary range for this position. Any specific offer will vary based on education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program.

Schedule

Monday - Friday from 8:00 AM - 5:00 PM EST.

Benefits

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2025 Employee Benefits for staff and management team members.