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    Senior Patient Experience Manager - Abilene, United States - Morrison Healthcare

    Morrison Healthcare
    Morrison Healthcare Abilene, United States

    4 hours ago

    Default job background
    Full time
    Description
    Morrison Healthcare

    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

    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

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