MGR, PATIENT EXPERIENCE SR - OHIO REGION

Compass Group USA; Chesterbrook (PA); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Full-time and part-time positions with

Medical, Dental, Vision

Retirement Plan

Flexible Spending Accounts

Job summary

Morrison Healthcare, a Compass Group company, is hiring a Sr. Patient Experience Manager for the Ohio region. You will lead regional patient experience initiatives, coordinate with unit leadership, monitor satisfaction metrics, and drive strategies to improve client and patient outcomes.

You will collaborate with national and regional leaders, assist in staffing and HR planning, and coach on-site leaders to ensure successful implementation of patient experience programs.

Qualifications

• Bachelor’s Degree in healthcare administration, hospitality, hotel and restaurant, and/or business or equivalent
• 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 Microsoft Office (Word, Excel, PowerPoint, Outlook)

Responsibilities

• Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance
• Maintains client satisfaction to support account retention
• Develops and monitors department or unit patient satisfaction action plans
• Increases regional patient satisfaction through progress monitoring and marketing
• Conducts on-site audits to ensure implementation of patient satisfaction strategies
• Collaborates with National Director and other Regional Patient Experience Managers
• Assists Sales in bid and selling processes as required
• Visits priority accounts to share best practices
• Supports HR planning for staffing
• Interviews and assists in selecting on-site Patient Experience leaders
• Works with management to implement customer service initiatives
• Coaches and evaluates on-site Patient Experience Managers

Skills

People leadership

Coaching

Organization

Microsoft Office

Budgeting

Education

Bachelor’s Degree in healthcare administration/hospitality/business

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

MGR, PATIENT EXPERIENCE SR - OHIO REGION

• We are hiring immediately for a Sr. Patient Experience Managerposition.

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.

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 positionsare 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 offerthe 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.

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.

Morrison Healthcare maintains a drug-free workplace.

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Chef, Culinary, Hospitality