Morrison Healthcare
Position Title: System Patient Experience Manager - Baltimore, MD
Pay Grade: 13
Reports To: Regional Patient Experience Director
Salary:
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 cafs 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 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 accounts 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
Apply to Morrison Healthcare today!
Morrison Healthcare is a member of Compass Group USA
Click here to Learn More about the Compass Story (
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)
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.
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 ( for paid time off benefits information.
Req ID: 1365034
Morrison Healthcare
KATHRYN MANFUSO
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