Patient Dining Experience Manager (Healthcare System)

Compass Group USA; Marshfield (WI); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Morrison Healthcare, part of Compass Group USA, is seeking a System Patient (Dining) Experience Manager for a 300-bed hospital in Marshfield, WI. You will coordinate patient experience efforts with food & nutrition leadership to improve satisfaction and retention.

Lead a team of Patient Experience Managers, oversee surveys and action plans, and collaborate with hospital committees to drive service excellence and regulatory compliance.

Qualifications

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

Responsibilities

• Tracks patient satisfaction performance and related incentives/penalties for the unit.
• Maintains client satisfaction levels to support account retention.
• Administers client surveys and responds promptly and effectively.
• Monitors compliance with patient satisfaction initiatives.
• Develops and monitors a department patient satisfaction action plan.
• Participates in hospital committees related to patient experience.
• Ensures regulatory compliance (CMS, JCAHO).
• Collaborates with on-site management to hit operational goals.
• Leads monthly PE department learning sessions and program recognitions.

Skills

Customer service

Coaching

Leadership

Organizational skills

Multitasking

Hospitality experience

Budgeting

Education

HS diploma/GED

4-year degree preferred

Tools

Microsoft Office

Excel

PowerPoint

Outlook

Job description

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Patient Dining Experience Manager (Healthcare System)

Other Forms of Compensation: Relocation Assistance

Schedule: Monday - Friday, 40-50 hours/week, alternating weekends/holidays with salaried management team

Location: Marshfield, WI

Morrison Healthcare,a Compass Healthcare company, is a leader in healthcare food and nutrition services company, serving more than 1,000 hospitals and healthcare systems across the country. With more than 31,000 associates nationwide, Morrison uses the Power of Food to create personalized dining experiences for patients and in their cafés to advance the healing and healthful missions of its clients. Morrison has been serving some of the nation’s largest health systems for more than 70 years, and it leverages culinary, nutritional, and operational expertise to provide consistency and transform the healthcare experience. Since 2012, Morrison has been recognized as one of Modern Healthcare's Best Places to Work and Training Magazine has named it a Top 125/APEX Award Training Organization. Morrison has more than 1,600 registered dietitians and 1,200 executive chefs, and serves more than 600M meals annually.

Job Summary

Working as the System Patient (Dining) Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with food and nutrition unit leadership in order to improve patient satisfaction scores including management of other Patient Experience Managers. This role is based out of a 300-bed acute care hospital.

Key Responsibilities:

• Tracks financial incentives, penalties, and reporting as 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 (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.)
• 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 the patient satisfaction updates and industry conditions including internal and external to the accounts and districts
• Works closely with on-site management team to reach operational goals
• 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
• Participates in all PE Department learning sessions including monthly educational webinars
• Provides recognition for employee when programs are implemented with success
• Prepares and implements development and training plans for patient satisfaction success
• Composes patient satisfaction reports as needed to management

Preferred Qualifications:

• HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred
• 2-3 years in-servicing experience in customer service training
• Hospitality and healthcare experience preferred
• 3-4 years experience in service-oriented operations
• 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
• Possesses a thorough knowledge of contract administration and office procedures
• Fiscal and budgetary skills

Morrison Healthcare is a member of Compass Group USA

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.

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.

Morrison Healthcare maintains a drug-free workplace.

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