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    SYSTEM PATIENT EXPERIENCE MANAGER - Columbus, United States - Morrison Healthcare

    Morrison Healthcare
    Morrison Healthcare Columbus, United States

    1 week 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

    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.

    $5k SIGN ON BONUS

    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/GED or 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

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