System Patient Experience Manager - Bel Air, MD

Compass Group USA; Bel Air (MD); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Life Insurance/AD&D

Disability Insurance

Retirement Plan

Flexible Time Off

Holiday Time Off

Personal Leave

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Employee Assistance Program

Flexible Spending Accounts

Job summary

Morrison Healthcare, a Compass Group USA company, is seeking a System Patient Experience Manager for Bel Air, MD. The role leads patient experience initiatives, coordinating with unit leadership to elevate patient satisfaction across accounts.

Responsibilities include tracking incentives, managing surveys, ensuring compliance, and contributing to department training. Strong leadership, budgeting, and organizational skills are essential for success in this healthcare dining-focused role.

Qualifications

• Requires HS diploma or GED; 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.
• Strong coaching and on-the-job training skills.
• Excellent organizational and multi-tasking abilities.
• Proficient in Windows-based Office software (Word, Excel, PowerPoint, Outlook).
• Demonstrates initiative, responsibility, flexibility and leadership.
• Knowledge of contract administration and office procedures; budgeting skills.

Responsibilities

• Manages patient experience activities in collaboration with unit leadership to improve patient satisfaction.
• Tracks incentives, penalties, and reporting tied to patient satisfaction for the unit.
• Maintains client satisfaction and supports account retention.
• Administers required client surveys and responds promptly.
• Ensures compliance and follow-up of patient satisfaction initiatives.
• Develops and monitors patient satisfaction action plans for accounts.
• Participates in hospital committees related to patient satisfaction and administration.
• Promotes and monitors patient satisfaction progress across regions.
• Works with on-site management to achieve operational goals.
• Provides patient experience updates during monthly conference calls and training sessions.

Skills

Customer service training

Leadership

Coordination

Budgeting

Communication

multitasking

Education

High School Diploma or GED

4-year degree preferred

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

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System Patient Experience Manager - Bel Air, MD

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

Job Summary:

Working as the System 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 including management of other Patient Experience Managers.

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/GEDor 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 at Morrison Healthcare are offered many fantastic benefits.

• Medical
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Holiday Time Off (varies by site/state)
• Personal Leave
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• 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, 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.

Applications are accepted on an ongoing basis.

Morrison Healthcare maintains a drug-free workplace.