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.

Job Summary

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.

Key Responsibilities:

  • 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

Preferred Qualifications:

  • 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.