Patient Satisfaction Operations Manager - Travel Required

Compass Healthcare; Kansas City (KS); On-site; USD 68,000 - 72,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Retirement Plan

Paid Time Off

Flexible Time Off

Holiday Time Off

Job summary

Morrison Healthcare, a Compass Healthcare company, seeks a Patient Experience Manager to coordinate patient experience activities within hospital food service. You will track satisfaction initiatives and support account growth by linking dining services to patient and nursing satisfaction.

You will analyze data, train teams, and collaborate with on-site management to achieve service excellence and compliant operations across nationwide accounts.

Qualifications

• Associate degree with minimum 3 years of experience in food services, customer service training, or a related field, including at least two years of food service management experience; healthcare experience preferred.

Responsibilities

• Establishes goals and oversees implementation of patient food services needs based upon medical direction and patient population.
• Hires, directs, coaches, trains, and develop patient service team members.
• Comply with dietary restrictions on special or modified diets to ensure optimal food preferences are met within guidelines of the diet order limitations.
• Ensure patient services staff assist in achieving stated patient satisfaction goals.
• Complies with regulatory standards, including federal, state, and accrediting agencies while adhering to facility confidentiality and HIPAA regulations.
• Participates in/ leads patient satisfaction programs, departmental meetings, and facility wide Quality Assurance/Performance Improvement programs.
• 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.
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs.
• Works closely with on-site management team to reach operational goals.
• Participates in weekly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize.
• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success.
• Compose patient satisfaction reports as needed to management.
• Implement forms, data, and ensure standardization of Patient Solutions and Patient Experience program for departmental patient satisfaction operations success.
• Train designated on-site leaders on program standards and role expectations to ensure consistent execution and long-term sustainability

Skills

Team leadership

Coaching & training

Operational standards

Multitasking

Education

Associate degree in related field

Tools

Microsoft Office

EMR systems

Diet office software

Job description

Salary: $68,000-72,000

Schedule/Travel Requirement: 75-100% travel with a schedule based on business needs. Can travel between 5-10 days consecutively.

Location: Based near Kansas City Airport, coverage area is Morrison Healthcare Accounts nationwide

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.

Morrison Healthcare is a member of Compass Group USA

Job Summary

Responsible for coordinating and directing all patient experience activities within the assigned project. Tracks and monitors system and account patient satisfaction initiatives to support high client and customer satisfaction, account retention, strong employee relations, financial performance, and future business growth. Implements and trains Food and Nutrition operations teams on Patient Solutions and Patient Experience standards that improve efficiency and experience outcomes in a hospital food service setting. Serves as a direct link between operational efficiency and patient and nursing satisfaction. Analyzing data and analytics to drive satisfaction and results will be a vital aspect of this position as they are the liaison between patient experience, patient dining operations and nursing.

Key Responsibilities:

• Establishes goals and oversees implementation of patient food services needs based upon medical direction and patient population
• Hires, directs, coaches, trains, and develop patient service team members
• Comply with dietary restrictions on special or modified diets to ensure optimal food preferences are met within guidelines of the diet order limitations
• Ensure patient services staff assist in achieving stated patient satisfaction goals
• Comply with regulatory standards, including federal, state, and accrediting agencies while adhering to facility confidentiality, HIPAA regulations, and patient rights policies
• Participates in/ leads patient satisfaction programs, departmental meetings, and facility wide Quality Assurance/Performance Improvement programs
• 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
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Works closely with on-site management team to reach operational goals
• Participates in weekly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize
• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success
• Compose patient satisfaction reports as needed to management.
• Implement forms, data, and ensure standardization of Patient Solutions and Patient Experience program for departmental patient satisfaction operations success
• Train designated on-site leaders on program standards and role expectations to ensure consistent execution and long-term sustainability

Preferred Qualifications:

• Associate degree with minimum 3 years of experience in food services, customer service training, or a related field, including at least two years of food service management experience; healthcare experience preferred.
• Certified Dietary Manager certificate, Registered Diet Technician or Registered Dietitian
• Demonstrated ability to communicate clearly, coach and train teams, implement operational standards, and hold leaders and team members accountable for consistent execution
• Demonstrated organizational skills, with the ability to effectively manage multiple projects, competing priorities and role responsibilities.
• ServSafe® certified
• Proficiency in Microsoft Office applications, electronic medical record systems, and diet office software

Associates At Morrison Healthcare Are Offered Many Fantastic 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)

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

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.

Morrison Healthcare maintains a drug-free workplace.