SYSTEM PATIENT EXPERIENCE MANAGER (FOOD SERVICE) - Cleveland, OH

 

 

Morrison Healthcare is a leading national food and nutrition services company exclusively dedicated to serving more than 600 hospitals and healthcare systems. Morrison's hospital kitchens, restaurants, and cafés feature socially responsible practices and exceptional guest experiences. The company's comprehensive Mindful Choices® wellness and sustainability platform includes the latest in healthful eating and an understanding of behavioral change in food consumption. Morrison's alignment with Partnership for a Healthier America's (PHA) Hospital Healthy Food Initiative positively impacts up to 41 million patients and 500 million hospital meals annually. Morrison has been named one of Modern Healthcare's "Top 100 Best Places to Work in Healthcare" for the past five years, and Training Magazine's Top 125 organizations for the past six consecutive years. The company is a division of Compass Group and has more than 1,200 registered dietitians, 300 executive chefs, and 17,000 professional food service team members.

 

 

Job Summary

 

 

Working as the System Patient Experience Manager, you are responsible for providing patient experience support within our food service department. Your role will also involve coordinating and directing all patient experience activities in collaboration with unit leadership that is paramount to improving patient satisfaction scores. As a People leader, you will lead, direct and managed the performance of the team and collectively you will ensure that our patients experience is top tier in an acute care setting.

 

Key Responsibilities:

Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit.

Collaborate with cross functional teams including clinical staff, dining services, HR and EVS.

Maintains and supports client satisfaction at a level that ensures account retention.

Administer client/customer surveys and develop strategy to address any areas identified as opportunity for improvement.

Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives

Participates and adds value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)

Compose patient satisfaction reports and distribute/ present on matter to leadership as needed.

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.

Ensures compliance with all regulatory agencies (CMS, JCAHO).

 

Preferred Qualifications:

HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred

Food Service experience in acute care/hospital is highly preferred

3-5 years of people management experience

Microsoft Office, Word, Excel, PowerPoint and Outlook

Prior in-servicing experience in customer service training

Knowledge of contract administration and office procedures, hospitality and healthcare experience strongly preferred.

Prior fiscal and budgetary responsibility.

Apply to Morrison Healthcare today!

Morrison Healthcare is a member of Compass Group USA

Click here to Learn More about the Compass Story

 

Associates at Morrison Healthcare are offered many fantastic benefits. 

 

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Holiday Time Off (varies by site/state)
• 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. For positions in Washington State, Maryland, or to be performed Remotely, click here for paid time off benefits information.