MGR, PATIENT EXPERIENCE SR - OHIO REGION

Compass Healthcare; Chesterbrook (PA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Retirement Plan

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identify Theft Protection

Pet Insurance

Critical Illness Insurance

Legal Services

Job summary

Morrison Healthcare, a Compass Group company, is seeking a Regional Patient Experience Manager to coordinate and direct patient experience initiatives across accounts. You will partner with unit leadership to boost patient satisfaction scores, ensure client retention, and align with financial goals.

Ideal candidates have a healthcare/business background and 5–7 years in service operations, with strong coaching, organizational, and leadership skills.

Qualifications

• Bachelor's degree in healthcare administration, hospitality, hotel/restaurant, or related field.
• 5-7 years in service-oriented operations; hospitality/healthcare experience preferred.
• Strong coaching, organizational, and leadership capabilities.

Responsibilities

• Tracks incentives, penalties, and reporting tied to patient satisfaction.
• Maintains client satisfaction to support account retention.
• Develops/monitors department patient satisfaction action plans per account.
• Improves regional satisfaction by promoting progress and marketing success.
• Conducts on-site audits to confirm implementation of patient satisfaction strategies.
• Collaborates with National Director and other RPEMs on trends and goals.
• Supports Sales in bids and selling processes as needed.
• Visits priority accounts regularly to share best practices.
• Assists HR in staffing and leadership development for Patient Experience.

Skills

Organizational skills

Multi-tasking

Leadership

Coaching

Microsoft Office

Budgeting

Education

Bachelor's Degree in healthcare administration/hospitality/business

Tools

Microsoft Office Suite

Job description

• We are hiring immediately for a Sr. Patient Experience Manager position.

• We are hiring immediately for a Sr. Patient Experience Manager position.

Morrison Healthcare

Make a difference in the lives of people, your community, and yourself. At Morrison Healthcare, a Compass Healthcare company, you'll join a culture that values caring for people, fostering belonging, and creating moments that truly matter. Here, your work has purpose: to nourish patients, caregivers, and communities while upholding the highest standards of detail, quality, and excellence in every meal served.

For more than 70 years, Morrison has supported leading health systems nationwide with culinary, nutritional, and operational expertise. With more than 31,000 dedicated team members, including 1,600 registered dietitians and 1,200 executive chefs, we empower and uplift each other by working together, take responsibility for our commitments, and believe in helping one another achieve more together by realizing our unlimited potential.

Job Summary

Working as the Regional Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership in order to improve patient satisfaction scores. You will also monitor all matters relating to account patient satisfaction initiatives in order to assure highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals, and future business growth plans.

Job Summary:

Key Responsibilities

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance
• Maintains and supports client satisfaction at a level that ensures account retention
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Conducts frequent on-site audits of high incentive/high risk accounts to confirm implementation of Compass One patient satisfaction strategies
• Connects with National Director, Patient Experience and the other Regional Patient Experience Managers regularly to discuss obstacles, national trends, national efforts, region goals, and progress
• Assist with Sales VP and/or Sales Directors in the bid and selling process as required
• Visit selected priority accounts on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs
• Assists in the HR planning process to support implementation of strategies and tactics including proper staffing levels
• Interviews and assists in the selection of on-site Patient Experience leaders
• Works with on-site management team to develop the region's patient satisfaction plan for customer service initiatives and ensures its successful implementation
• Coaches and evaluates on-site Patient Experience Managers; provides continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth

Preferred Qualifications

Bachelor's Degree in healthcare administration, hospitality, hotel and restaurant, and/or business or equivalent combination of education and experience

5-7 years experience in service-oriented operations; hospitality and/or healthcare experience preferred

Good Coaching And On The Job Training Skills Required

• Excellent organizational skills and ability to multi-task essential
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
• Exhibits initiative, responsibility, flexibility and leadership
• Fiscal and budgetary skills

Benefits For Our Team Members

• Full-time and part-time positions are offered the following benefits: Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identify Theft Protection, Pet Insurance, and other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
• Full-time positions also offer the following benefits to associates: Medical, Dental, Vision, Life Insurance/AD, Disability 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

or copy/paste the link below for paid time off benefits information.

https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_MorrisonHealthcare.pdf

Morrison Healthcare is a member of Compass Group. Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/

Applications are accepted on an ongoing basis.

Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply.

Morrison Healthcare maintains a drug-free workplace.