Manager of Patient Engagement

2 weeks ago

Mission Viejo, California, United States Compass Group Careers Full time
Job Overview

Position: Patient Experience Manager

Salary Range: $70,000 - $80,000

Compensation Details:

Pay Grade: 12

Company Overview: Morrison Healthcare is a premier national provider of food and nutrition services, dedicated to serving over 600 hospitals and healthcare systems. Our kitchens, restaurants, and cafés prioritize socially responsible practices and exceptional guest experiences. We are committed to wellness and sustainability through our Mindful Choices platform, which emphasizes healthful eating and understanding behavioral changes in food consumption. Our collaboration with the Partnership for a Healthier America's Hospital Healthy Food Initiative positively impacts millions of patients and hospital meals each year. Recognized as one of Modern Healthcare's 'Top 100 Best Places to Work in Healthcare' for five consecutive years, and Training Magazine's Top 125 organizations for six years, we are a proud division of Compass Group, employing over 17,000 food service professionals.

Role Summary

The Patient Experience Manager is responsible for effectively coordinating and overseeing all patient experience initiatives within the designated healthcare system. This role involves monitoring ongoing patient satisfaction efforts and negotiating as necessary to ensure the highest levels of client and customer satisfaction, strong employee relations, and achievement of financial objectives.

Key Responsibilities
  • Track financial incentives and penalties related to patient satisfaction performance.
  • Maintain and enhance client satisfaction to ensure account retention.
  • Administer required client/customer surveys and respond promptly and effectively.
  • Monitor compliance and follow-up on patient satisfaction initiatives.
  • Assist in developing and customizing patient satisfaction action plans tailored to each account's needs.
  • Participate in hospital committees to contribute to patient satisfaction efforts.
  • Ensure compliance with regulatory agencies.
  • Promote and monitor patient satisfaction progress to improve regional performance.
  • Stay informed about industry conditions affecting patient satisfaction.
  • Collaborate with on-site management to achieve operational goals.
  • Engage in monthly conference calls with fellow managers to share updates and trends.
  • Participate in educational sessions to enhance knowledge and skills.
  • Recognize and reward employees for successful program implementations.
  • Prepare and implement training plans focused on patient satisfaction success.
  • Compose patient satisfaction reports for management review.
  • Standardize forms and data for departmental success.
Preferred Qualifications
  • High school diploma/GED or equivalent; a four-year degree is preferred.
  • 2-3 years of experience in customer service training.
  • Experience in hospitality and healthcare is preferred.
  • 3-4 years in service-oriented operations.
  • Strong coaching and training skills.
  • Excellent organizational and multitasking abilities.
  • Proficient in Microsoft Office Suite.

Note: Morrison Healthcare is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and experiences.

Benefits: Associates at Morrison Healthcare enjoy a comprehensive benefits package, including medical, dental, vision, life insurance, retirement plans, flexible time off, and various wellness programs.

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