Patient Experience Manager 1 - Sodexo

Unit Description

Patient satisfaction drives you towards success. Knowing you made a difference motivates your personal satisfaction!

Sodexo has a fantastic opportunity for a highly passionate, experienced, organized, and disciplined individual with a strong commitment to patient experience to join our team at UMASS Memorial Medical Center, a 230-bed acute care full-service teaching hospital located in Worcester, MA. The selected candidate will provide behavioral training and skills development to department and hospital teams. Responsible for strategic analysis of trends and metrics involved in patient feedback to create action and communication surrounding solutions. Hours are generally Mon-Fri 9a-5p (hours may vary per needs of business).  

The Patient Experience Manager will support the GM for Patient Relations. The successful candidate will be responsible for system management of the EMR, patient experience software, standards of practice, training, and orientation. We are looking for a strategic and analytical individual to think outside of the box and drive our patient satisfaction survey process. This position will interface with other healthcare professionals to improve the patient experience. Provide behavioral training and skills development to department and hospital teams. Strategic analysis of trends and metrics involved in patient feedback to create action and communication surrounding solutions. 

• Rounding with existing patients, families, and Nursing personnel in facility
• Collaboration with hospital clinical and administrative leadership
• Collecting, organizing, and trending data
• Communicating findings with both Nutrition Services and interdisciplinary teams
• Networking with other hospitals to identify best practices

 We are looking for candidates who can:

• Implement performance improvement and quality assurance programs targeted to improve customer satisfaction.
• Interact with patients and the nursing staff.
• Service Recovery
• Customer Service Training for our front-line staff
• Conducting patient ready room inspections and patient surveys

 The ideal candidate will have the following:

• Excellent leadership and communication skills with the ability to maintain the highest of standards and implement company policies
• Previous experience working in a high-volume facility
• Strong management skills, preferably in health care but not necessarily if you are also a dietitian
• 2-4 years of management experience preferred

Click here to learn more about UMass Memorial Medical Center

Sodexo offers a full array of benefits including paid time off, holidays, medical, dental, vision, 401K and access to ongoing training and development programs, tuition reimbursement, plus health and wellness programs.

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Working for Sodexo:

At Sodexo, you will find the ingredients for a great career in food service management. With benefits including schedules that encourage work-life balance and continuing education opportunities, you’ll enjoy an improved quality of life that’s unique in the hospitality industry.

What We Offer

Sodexo offers fair and equitable compensation, partially determined by a candidate's education level or years of relevant experience. While the budgeted range for the position is posted, Sodexo salary offers are based on a candidate's specific criteria, like experience, skills, education and training.

Qualifications & Requirements

Basic Education Requirement - Associate's Degree or equivalent experienceBasic Management Experience - 2 years Basic Functional Experience – 1 year experience in Service Recovery role at large hospitality or hospital environmentSodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.