Patient Experience Manager

Job Description

Make a Meaningful Impact at an Award‑Winning Academic Medical Center

Are you a relationship‑builder who is passionate about elevating patient satisfaction, an empathetic communicator, and inspired by data‑driven improvement? Sodexo is seeking an energetic and mission‑focused Patient Experience Manager I to support our partnership with UMass Memorial Medical Center – Memorial Campus, located at 119 Belmont Street in Worcester, MA.

UMass Memorial Medical Center is the region’s trusted academic medical center, serving Central Massachusetts with excellence in care, research, and patient‑centered service.

• Rounding with existing patients, families, and Nursing personnel 
• Collaboration with hospital clinical and administrative leadership
• Collecting, organizing, and trending data
• Communicating findings with both Nutrition Services and interdisciplinary teams
• Daily patient meal rounding, interacting with patients and nursing staff
• Identifying and implementing process improvement initiatives to increase patient satisfaction
   
• Guest facing food service/hospitality experience 
• Basic level computer skills
• Ability to work cross functionally as the liaison between the patients, dietitians, nurse managers
• Interest in partnering with the other Sodexo Managers to enhance the patient experience and dinning experience
• Ability to understand and analyze patient satisfaction data and implement additional measurements and action plans in these areas to achieve optimal unit performance
• Demonstrate excellent communication and customer service skills

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.

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

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