Patient Experience Manager 2

Sodexo; Red Bank (NJ); On-site; USD 89,000 - 116,000; Full time

Job summary

Sodexo seeks an experienced Patient Experience Manager 2 to lead patient-centered initiatives at Hackensack Meridian Health facilities in Red Bank and Brick, NJ. You will round with patients, analyze satisfaction data, and drive improvements across nursing, clinical teams, and service lines.

The role emphasizes collaboration, staff coaching, and safety culture, with responsibilities including audits and service excellence leadership in a large healthcare network.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3 years of related experience in patient experience or healthcare.
• Experience driving patient experience or customer service improvements in a large, complex healthcare environment.

Responsibilities

• Lead initiatives that advance patient-centered care, service excellence, and continuous quality improvement.
• Round with patients to gather experience data and collaborate with nursing, clinical teams, and service line leaders.
• Monitor key performance metrics, conduct staff audits, and provide coaching to foster safety and exceptional care.
• Analyze patient satisfaction trends and drive measurable improvements.

Skills

Patient experience

Customer service improvements

Data analysis

Leadership

Education

Bachelor’s degree or equivalent experience

Tools

Survey tools

Feedback systems

Job description

Sodexo is seeking an experienced Patient Experience Manager 2 to join our food team at HMH Riverview Medical Center and Ocean University Medical Center located in Red Bank and Brick, New Jersey.Hackensack Meridian Health's Riverview Medical Center in Red Bank, New Jersey, is a 468 bed acute care hospital. Hackensack Meridian Ocean University Medical Center in Brick, New Jersey, operates with 357 licensed beds.About the jobLead initiatives that advance patient-centered care, service excellence, and continuous quality improvement across the healthcare enterprise. Round with patients to gather experience data, collaborate with nursing, clinical teams, and service line leaders, and implement patient-focused solutions. Monitor key performance metrics, conduct staff audits, provide coaching, and foster a culture of safety, responsiveness, and exceptional care.Accountable for managing people, setting direction and deploying resources; typically is responsible for performance evaluation, pay reviews and hire/fire decisions. Results are primarily achieved through the work of others and typically depend on the manager's ability to influence and negotiate with parts of the organization. Progression within Career Band reflects acquisition of broad technical expertise, business and industry knowledge, and process and people leadership capabilities. Accountable for business, functional or operational areas, processes or programs, which may include dotted-line or matrixed management.Pay Range: $89250 per year - $115500 per yearWhat’s in it for youShape patient and family experience in a highly visible role.Collaborate with nursing, support services, clinical leaders, and experience teams.Participate in patient rounding, service audits, staff training, and quality improvement initiatives.Influence organizational culture through service excellence and safety leadership.Analyze patient satisfaction trends and drive measurable improvements.Engage in relationship-building across the hospital network.Contribute to meaningful initiatives that improve care and patient experience outcomes.What you’ll bringExperience driving patient experience or customer service improvements within a large, complex healthcare environment.Knowledge of patient satisfaction survey tools, feedback systems, and experience-related data analysis.Communication and listening skills, with confidence in representing the organization professionally.Leadership presence that inspires teams and promotes collaboration.High ethical standards, integrity, and follow-through in all responsibilities.Skills in collecting, organizing, and trending patient feedback to inform actionable plans.Experience conducting staff rounding, performance audits, and service-based coaching.Commitment to safety behaviors, including incident reporting and operational safety compliance.Organizational, self-directed, and detail-oriented approach to daily work.RequirementsEducation Requirement: Bachelor’s degree or equivalent experienceRelated Experience: 3 yearsWhat we offerCompensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:Medical, Dental, Vision Care and Wellness Programs401(k) Plan with Matching ContributionsPaid Time Off and Company HolidaysCareer Growth Opportunities and Tuition ReimbursementMore extensive information is provided to new employees upon hire.Who we areAt Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.