PATIENT EXPERIENCE MANAGER

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

Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system/account patient satisfaction initiatives to assure highest client and customer satisfaction levels, account retention, strong employee relations, achievement of financial goals, and future business growth plans. Ensures compliance with all client, government, corporate, and division policies and procedures.

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 (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
• Ensures compliance with all regulatory agencies (CMS, JCAHO)
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Maintains an awareness of patient satisfaction updates and industry conditions including internal and external to the accounts and districts
• Works closely with on-site management team to reach operational goals
• Participates on monthly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize
• Participates in all Patient Experience Department learning sessions including monthly educational webinars
• Provides recognition for employees when programs are implemented with success
• Responsible for preparation and implementation of specific development and training plans for patient satisfaction success
• Composes patient satisfaction reports as needed for management
• Implements forms, data, and ensures standardization for departmental patient satisfaction operations success

Requirements

• HS diploma/GED or equivalent combination of education and experience; 4-year degree preferred
• 2-3 years in-servicing experience in customer service training
• Hospitality and healthcare experience preferred
• 3-4 years experience in service-oriented operations
• Good coaching and on-the-job training skills
• 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

Benefits

• Medical, Dental, Vision
• 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)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.