Job Description

Position Title:  SR. PATIENT EXPERIENCE MANAGER  

Morrison Healthcare  is a leading national food and nutrition services company exclusively dedicated to serving more than 600 hospitals and healthcare systems. Morrison's hospital kitchens, restaurants, and cafés feature socially responsible practices and exceptional guest experiences. The company's comprehensive Mindful Choices® wellness and sustainability platform includes the latest in healthful eating and an understanding of behavioral change in food consumption. Morrison's alignment with Partnership for a Healthier America's (PHA) Hospital Healthy Food Initiative positively impacts up to 41 million patients and 500 million hospital meals annually. Morrison has been named one of Modern Healthcare's "Top 100 Best Places to Work in Healthcare" for the past five years, and Training Magazine's Top 125 organizations for the past six consecutive years. The company is a division of Compass Group and has more than 1,200 registered dietitians, 300 executive chefs, and 17,000 professional food service team members.

Job Summary

Working as the Senior 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 and nursing engagement. 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 the National Director, Patient Experience, and the other Sr. 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

Apply to Morrison Healthcare today!

Morrison Healthcare is a member of Compass Group USA

Associates at Morrison Healthcare are offered many fantastic benefits. 

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Holiday Time Off (varies by site/state)
• 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, 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.

Req ID:   1393227

Morrison Healthcare  

SHERRY LUSE  

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