Patient Experience and Engagement Specialist

Job Description

Aramark Healthcare+ is seeking a Patient Experience and Engagement Specialist to join their team at Cleveland Clinic Health System in Cleveland, OH. The Patient Experience and Engagement Specialist - Food Service will be responsible for training all foodservice employees in patient feeding to ensure that all Aramark processes are learned and practiced by all newand existing employees. Responsible for the overall training and customer satisfaction for patient feedingservices. This position will be tasked with training and cultural workforce development for all salaried and hourlyemployees. This is a customer service/hospitality position representing the food service department to thepatients. The Patient Experience Director establishes and maintains effective working relationships with otherdepartments to provide a unified approach to patient care.

COMPENSATION: The salary rate for this position is $75,000.00 to $82,000.00.  If both numbers are the same, that is the amount that Aramark expects to offer.  This is Aramark’s good faith and reasonable estimate of the compensation for this position as of the time of posting.

BENEFITS: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources. Additional benefits may include retirement savings plans like 401(k) and paid days off such as parental leave and disability coverage. Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works. For more information about Aramark benefits, click here Aramark Careers - Benefits & Compensation

There is no predetermined application window for this position, the position will close once a qualified candidate is selected. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all applicable laws, including, but not limited to all applicable Fair Chance Ordinances and Acts. For jobs in San Francisco, this includes the San Francisco Fair Chance Ordinance.

Job Responsibilities

Focusing on patient satisfaction scores and providing excellent customer service
Monitors effectiveness of departmental training by rounding on employees and making operationalobservations.
Responsible and accountable for ensuring the management team's continuing education stays up to date.
Maintains friendly, efficient, positive customer service attitude toward customers, clients, and co-workers.
Provides effective feedback to both employee and the management team.
Implements and maintains quality improvement processes for the Food department.
Demonstrates professionalism and courtesy when answering/responding to all calls and requests.
Provides employees with checklists, guidebooks, or other training material to ensure proper procedures andprocesses are followed.
Assists in enhancing productivity and efficient operations of the department.
Demonstrates commitment to professional growth and competence by adherence to hospital policies.
Conducts patient rounding, distributing contact information for each dept. and completes rounding logs
Ensures patients know the names of the tray passer.
Conducts spot training for food service employees with direct contact to patients.
Provides direct information to supervisor and manager for service recovery.
Participates in the gridding process.
Attends and chairs meetings for patient satisfaction, nurse meetings, client meetings and others asappropriate.
Attends department manager meetings and reports findings.
Conducts nurse rounding and completes logs sending thank you notes as appropriate.
Actively participates in Qualtrics Patient Satisfaction Survey tracking, posting of scores for HCAHPs andQualtrics.
Completes action item reports and all other necessary reporting daily sending to all appropriate personnel.
Delivers strong operational performance by executing against Aramark Healthcare and regulatory agencystandards and programs, continually monitoring operations, and completing assessments and necessaryaction plans to provide optimal nutrition care and meal service to patients/residents.
Drives patient satisfaction and maintains client relationships through rounding. Ensures compliance to foodsafety, sanitation, and overall workplace safety standards.
Supervises, staffs, trains, conducts applicable rounding and manages the performance of the staff on thepatient units.

Qualifications

Ideal candidates will possess a bachelor's degree, plus a minimum of 2 years management and trainingexperience dealing with an hourly and salaried population.
Healthcare exper