SR. PATIENT EXPERIENCE MANAGER MID- SOUTH REGION

Compass Healthcare; Johnson City (TN); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Retirement Plan

Health and Wellness Programs

Discount Marketplace

Identify Theft Protection

Pet Insurance

Flexible Spending Accounts

Job summary

Morrison Healthcare, a Compass Healthcare company, is hiring a Manager, Patient Experience in Johnson City, TN. You will lead region-wide patient experience initiatives, coordinate with unit leadership, and drive improvements in patient satisfaction scores across accounts.

Responsibilities include monitoring incentives and penalties, supporting HR staffing, and coaching on-site Patient Experience Managers to ensure program success and client retention.

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.

Responsibilities

• Track financial incentives, penalties, and reporting tied to patient satisfaction performance.
• Maintain client satisfaction to ensure account retention.
• Assist in developing and monitoring a department patient satisfaction plan for each account.
• Interact with National Director, Patient Experience and Regional Managers to discuss trends and goals.
• Support HR staffing and onboarding of on-site Patient Experience leaders.
• Coaching and evaluating on-site Patient Experience Managers; provide feedback for growth.

Skills

Organizational skills

Microsoft Office

Leadership

Budgeting

Multi-tasking

Education

Bachelor’s Degree in healthcare administration/hospitality/business

Job description

We are hiring immediately for a Manager, Patient Experience.

Morrison Healthcare

We are hiring immediately for a Manager, Patient Experience.

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 positions are 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 offer the 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.

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

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.

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

Morrison Healthcare maintains a drug-free workplace.