1+ months

Patient Experience Manager 1

Baltimore, MD 21217
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**Unit Description**

**_A passion for helping people and attention to detail are the hallmarks of your success. Join a team where your leadership can make a difference._**

**Sodexo** is seeking a dynamic **Patient Experience Manager** for **MedStar Franklin Square Medical Center located in Baltimore, Maryland** . MedStar Franklin Square Medical Center, a member of MedStar Health, is a hospital located in the Rosedale area of eastern Baltimore County, Maryland. It is the third largest hospital in Maryland; with more than 3,500 employees, it is one of the largest employers in Baltimore County.

The Patient Experience Manager will provide behavioral training and skills development to department and hospital teams. Overall, will be responsible for strategic analysis of trends and metrics involved in patient feedback to create action and communication surrounding solutions. Patient Experience Manager will have positional line of authority with hourly associates (team of 20). The position will have the responsibly for in the moment coaching and counseling, associate training and development, and ensure associates are delivering on the patient experience. All candidates need to have previous leadership experience. Successful candidates will have a proven track record in exceeding customer expectations and have demonstrated excellent communication skills. The ability to interact and lead a diverse work force is required. Proficiency in Microsoft Office is essential.

Responsibilities will also include:

+ 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

+ Networking with other hospitals to identify best practices

Reporting to the General Manager, the ideal candidate will:

+ Be responsible for informing patients about our Patient Transport program

+ Work closely with the Clinical Nutrition, Environmental Service and Transport Service teams on quality improvement initiatives

+ Act as the liaison between the dietitians, nurse managers, ES managers and other ancillary staff

+ Work with the other Sodexo Managers with the goal of enhancing the patient experience

+ Regularly 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

Learn more about **MedStar Franklin Square Medical Center** **Here**

**Is this opportunity right for you? We are looking for candidates who 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;

+ knowledge of nutrition and specialized diets;

+ experience with oversight of diet offices; and/or

+ strong management skills, preferably in health care

Learn more aboutSodexos Benefits (https://bit.ly/2EVNezw)

**Not the job for you?**

We offer Food Service Management and Patient Services positions in a variety of business segments, including Corporate, Schools, Universities, Government and Agencies, Healthcare, Senior Living and Sports and Leisure locations across the United States.Continue your search for Food Service Management jobs (http://bit.ly/SdxFoodServicejobs) .

**Working for Sodexo:**

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

_Employees who work in Healthcare and Seniors are required to be fully vaccinated against COVID-19 as a term and condition of employment, absent a legally required exception, and are required to report their vaccination_

**Position Summary**

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.

**Qualifications & Requirements**

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.

**Location** _US-MD-BALTIMORE_

**System ID** _840212_

**Category** _General Management_

**Relocation Type** _No_

**Employment Status** _Full-Time_
Posted: 2022-08-18 Expires: 2022-12-12
Sponsored by:
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Patient Experience Manager 1

Baltimore, MD 21217

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