Compass Group, North America System Patient Experience Manager in RED BANK, New Jersey
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.
The System Patient Experience Manager serves as the primary representative of Morrison Healthcare for his/her designated hospital system. He/she is responsible for successfully coordinating and directing all patient experience activities within the assigned system through subordinate Patient Experience Managers/Patient Ambassadors (if applicable) and with unit managers and directors. In carrying out assigned responsibilities, the System Patient Experience Manager must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.
This position will oversee accounts within a designated system or will oversee Patient Experience Managers within a specific hospital.
Greets/meets patients as admitted and during stay—contacts approximately 100 patients daily, or, selective visits with team
Educates patients on services provided by Environmental Services; probes for concerns, needs, and impressions of service
Identify through interviews, discussions or observations opportunities to improve inpatient experience
Work collaboratively with housekeepers and supervisors to enhance inpatient experience—resolving patient concerns, addressing special requests, providing creative “touches”
Dispatch concerns regarding other department services to appropriate personnel
Follow-up on every concern to ensure that resolution occurs and that patient perceives this resolution
Relate in a positive, can-do spirit to housekeepers, nursing and department personnel and visitors
Implement and administer the “Fresh as a Daisy” program. Obtain materials, arrange distribution
Plan, design and execute hospitality training programs for hourly and supervision staff. Work collaboratively with Department Director of Training and our Corporate Director of Training. Design group programs at least bi-monthly. Additionally, design and administer one-on-one hospitality-focused training for hourly employees—both day aides and techs and evening turndown personnel
Serve as department patient advocate. Inform management when conditions or practices are unsatisfactory
Maintain positive attitude—exude “can-do” image
Perform assignments as directed
2-3 years in-servicing experience in customer service training
Hospitality and healthcare experience preferable
3-4 years experience in service-oriented operations
Bachelor’s Degree or equivalent combination of education and experience preferred, AA acceptable
Good coaching and on the job training skills required
Excellent organizational skills and ability to multi-task essential
Apply to Morrison Healthcare today!
/Morrison Healthcare is a member of Compass Group USA/
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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.