Patient Dining Experience Manager

Compass Healthcare; Atlanta (GA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance/AD

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)

Job summary

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.

Position: Patient Experience Manager responsible for coordinating and directing patient experience activities, ensuring compliance with policies, and driving client satisfaction, retention, and growth across accounts. Requires leadership and strong collaboration with on-site teams in a large health system.

Qualifications

• HS diploma/GED or equivalent; 4-year degree preferred.
• 2-3 years of in-servicing experience in customer service training.
• 3-4 years of experience in service-oriented operations.
• Good coaching and on-the-job training skills required.
• Excellent organizational skills and ability to multi-task.
• Proficient in Windows-based office software including Microsoft Office, Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance for respective unit.
• 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.
• Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives.
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs.
• Participates in hospital committees as necessary (e.g. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee).

Skills

Coaching

Multi-tasking

Organizational skills

Education

HS diploma/GED or equivalent

4-year degree preferred

Tools

Microsoft Office

Word

Excel

PowerPoint

Outlook

Job description

Salary: $70,000-80,000

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.

Job Summary

Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing and selectively negotiates as needed matters related to patient satisfaction initiatives to assure the highest client and customer satisfaction levels, account retention, strong employee relations, achievement of financial goals, and future business growth plans. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate, and division policies and procedures.

Key Responsibilities

• Tracks financial incentives, penalties, and reporting tied to patient satisfaction performance for respective unit
• 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
• Monitors and ensures compliance, progression, and follow‑up of any patient satisfaction initiatives
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Participates and adds value to hospital committees as necessary (e.g. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee)
• Ensures compliance with all regulatory agencies (CMS, JCAHO)
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Maintains an awareness of patient satisfaction updates and industry conditions including internal and external factors affecting accounts and districts
• Works closely with on‑site management team to reach operational goals
• Participates in 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
• Participates in all Patient Experience Department learning sessions including monthly educational webinars
• Provides recognition for employees when programs are implemented with success
• Prepares and implements specific development and training plans for patient satisfaction success
• Composes patient satisfaction reports as needed for management
• Implements forms, data, and ensures standardization for departmental patient satisfaction operations success

Preferred Qualifications

• HS diploma/GED or equivalent combination of education and experience; 4‑year degree preferred
• 2-3 years of in‑servicing experience in customer service training
• 3-4 years of experience in service‑oriented operations
• Good coaching and on‑the‑job training skills required
• Excellent organizational skills and ability to multi‑task
• Proficient in Windows‑based office software including Microsoft Office, Word, Excel, PowerPoint, and Outlook

Benefits

• Medical
• Dental
• Vision
• Life Insurance/AD
• 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)

Morrison Healthcare maintains a drug‑free workplace.

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. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.

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

Applications are accepted on an ongoing basis.