Sodexo is seeking a quality driven Patient Experience Manager to join our team at NYC Health & Hospitals. This role will help to increase patient satisfaction within the Food and Nutrition Services and Linen Services for 16 locations. Travel of approx 95% is required to our Acute Care Hospitals/Post Acute Care locations within all five boroughs. This position will report to the Senior Area Operations Manager for Patient Experience.

The successful candidate will have:

• Excellent leadership and communication skills with the ability to maintain the highest of standards and implement company policies
• Passion for our patients and customers to ensure our Sodexo CARES (Compassion, Accountability, Respect, Enthusiasm and Service) behaviors are followed daily
• Ability to be flexible and an agile thinker
• Experience with oversight of front line personnel
• Strong management skills, preferably in healthcare
• Self – starter, able to prioritize and complete work in a timely manner
  

Primary responsibilities include:

• Training of Food Service Associates on all web and computer based programs
• Completion of tray assessments in web based program to ensure Sodexo standards are met
• Bi-monthly completion of Food Service Associate audits and retraining as warranted
• Supporting Nurse Rounding programs for Linen and Food & Nutrition departments
• Knowledge and support training of Linen tracking programs
• Analysis and action planning of third-party survey data. Collect data and work in conjunction with operation teams in SMART plan implementation and rollout based on data findings

• Presentation of data and PI plans to stake holders, reporting out to Corporate Patient Experience team, and the Client
• Follow up, tracking of Performance Improvement plans and results
• Working with other members of the Patient Experience team in development and presentation on Patient Experience programs and standards to improve Patient Experience and Employee Engagement through calls and meetings.

Learn more about NYC Health + Hospitals at NYC H+H

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.

Not the job for you?

We offer Food Service Management positions in a variety of business segments, including Corporate, Schools, Universities, Government and Agencies, Health Care, Senior Living and Sports and Leisure locations across the United States. Continue your search for Food Service Management jobs.

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.

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.

Drives and fosters a culture of patient centered care and service excellence, while improving patient and family experience across the enterprise. Works with service line leaders for continuous quality improvement. Manages relationships with key players from the hospital network.

50% - Rounds with patients, collecting detailed data regarding their experience, with a goal of improvement and patient/customer centered solutions.

10% - Ensures that individuals performing service-related tasks have the competence to do so without putting the health and safety of themselves or others at risk.

Behaviors include:

Working as a team for safety

Communicating Effectively to Manage Safety Risks

Optimizing Human and Environmental Factors

Recognizing, respond and reporting incidents

Adherence to all operational safety practices and protocols

Drives a safety culture throughout the team

20% - Audits employees through rounding to ensure protocols are being followed and patient satisfaction initiatives are met. Provides training opportunities as needed.

10% - Ensures that individuals performing service-related tasks have the competence

10% - Serves as the liaison between Support Services, nursing, and other patient care leaders to enhance patient experience outcomes.

Basic Education Requirement - Associate's Degree or equivalent experience
Basic Management Experience - 2 years
Basic Functional Experience – 1 year experience in Service Recovery role at large hospitality or hospital environment

Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.