Patient Experience Manager Job at Aramark (Philadelphia)

Job Description

Aramark is seeking candidates for a Patient Experience Manager position, to drive patient experience and nursing relationships at Penn Medicine Health System, located in Philadelphia, PA. This is a customer service/hospitality position representing the Food Service and Environmental Services departments to the patients. Establishes and maintains effective working relationships with other departments to provide a unified approach to patient/resident care. Level of impact is within own operation.

Job Responsibility

Conducts patient rounding, distributing contact information for each dept. and completes rounding logs
Ensures patients know the names of the housekeeper and tray passer
Conducts spot training for food service and environmental service employees with direct contact to patients
Provides direct information to supervisor and manager for service recovery
Participates in the gridding process
Attends and chairs meetings for patient satisfaction, nurse meetings, client meetings and others as appropriate
Attends department manager meetings and reports findings
Conducts nurse rounding and completes logs sending thank you notes as appropriate
Actively participates in Press Ganey tracking, posting of scores for HCAHPs and Press Ganey
Completes action item reports and all other necessary reporting daily sending to all appropriate personnel
Delivers strong operational performance by executing against Aramark Healthcare and regulatory agency standards and programs, continually monitoring operations, and completing assessments and necessary action plans to provide optimal nutrition care and meal service to patients/residents
Drives patient satisfaction and maintains client relationships through rounding
Ensures compliance to food safety, sanitation, and overall workplace safety standards
Supervises, staffs, trains, conducts applicable rounding and manages the performance of the staff on the patient units
Recognizes and adopts activities appropriate to the specific needs of the patient/resident population and demonstrates knowledge of specific issues directly related to age of patient population.

Requirements

Bachelor's degree or equivalent experience
Food Service or Environmental Services Management is ideal
Previous experience driving patient satisfaction scores preferred
Healthcare experience preferred
Must be a self-starter with the ability to work with minimal supervision
Proficient with computer programs and applications
Requires strong customer service experience with a service friendly attitude
Ability to communicate (both verbal and written) effectively with clients, customers of client and support staff
Requires management and leadership skills and the ability to work with confidential employee, client and Aramark information
This client location requires all individuals working on site to be fully vaccinated against influenza before start date.

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