Patient Satisfaction Operations Manager - Travel Required

Based near Charlotte Airport, coverage area is Morrison Healthcare Accounts nationwide. 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 more than 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 coordinating and directing all patient experience activities within the assigned project. Tracks and monitors system and account patient satisfaction initiatives to support high client and customer satisfaction, account retention, strong employee relations, financial performance, and future business growth. Implements and trains Food and Nutrition operations teams on Patient Solutions and Patient Experience standards that improve efficiency and experience outcomes in a hospital food service setting. Serves as a direct link between operational efficiency and patient and nursing satisfaction. Analyzing data and analytics to drive satisfaction and results will be a vital aspect of this position as they are the liaison between patient experience, patient dining operations, and nursing.

Responsibilities

• Establishes goals and oversees implementation of patient food services needs based upon medical direction and patient population
• Hires, directs, coaches, trains, and develops patient service team members
• Complies with dietary restrictions on special or modified diets to ensure optimal food preferences are met within guidelines of the diet order limitations
• Ensures patient services staff assist in achieving stated patient satisfaction goals
• Complies with regulatory standards, including federal, state, and accrediting agencies while adhering to facility confidentiality, HIPAA regulations, and patient rights policies
• Participates in/leads patient satisfaction programs, departmental meetings, and facility-wide Quality Assurance/Performance Improvement programs
• 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
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Works closely with on-site management team to reach operational goals
• Participates in weekly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize
• Responsible for preparation and implementation of specific development and training plans for patient satisfaction success
• Composes patient satisfaction reports as needed to management
• Implements forms, data, and ensures standardization of Patient Solutions and Patient Experience program for departmental patient satisfaction operations success
• Trains designated on-site leaders on program standards and role expectations to ensure consistent execution and long-term sustainability

Requirements

• Associate degree with minimum 3 years of experience in food services, customer service training, or a related field, including at least two years of food service management experience; healthcare experience preferred
• Certified Dietary Manager certificate, Registered Diet Technician or Registered Dietitian
• Demonstrated ability to communicate clearly, coach and train teams, implement operational standards, and hold leaders and team members accountable for consistent execution
• Demonstrated organizational skills, with the ability to effectively manage multiple projects, competing priorities and role responsibilities
• ServSafe® certified
• Proficiency in Microsoft Office applications, electronic medical record systems, and diet office software

Schedule

75-100% travel (to business units nationwide) with a schedule based on business needs. Can travel between 5-10 days consecutively.

Pay

$68,000-72,000

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)