Sodexo Operations LLC Patient Experience Manager in CHATTANOOGA, Tennessee

Unit Description

Are you passionate and ready to energize and lead the team that creates our patient dining experience?

Sodexo is seeking a Patient Experience Manager for Erlanger Health System in Chattanooga TN, a 600 bed hospital. This facility is a fast paced, high volume Food Services department focused on achieving patient satisfaction. This facility is committed to employee engagement, increased collaboration with patient care units, and utilization of LEAN principles. Ideal candidate will interfaces with other healthcare professionals to improve the patient experience. The Patient Experience Manager 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.

Responsibilities will also include:

  • Meal 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

  • Training and development of staff.

  • Ensuring food quality and compliance with HACCP guidelines.

  • Working with the culinary staff to address any customer complaints or issues relative to food items.

  • Responsible for daily supervision of operational Patient Services.

The selected candidate will support Sodexo’s "At Your Request" and Sodexo “Expressly for You” room service programs. The successful candidate will manage the entire patient experience by ensuring standards are set and met, collaborating with all staff to bring excellent service to the patients and developing a eager team of Sodexo employees that were recently acquired. The ideal candidate will need to have a history of developing staff along with problem solving, and excellent customer service skills.

The successful candidate will possess at least two years of lead food management or supervisory experience with a focus on customer service and satisfaction as well as the ability to be creative and innovative, a strong working knowledge of food safety and sanitation guidelines, a commitment to quality and customer service as well as excellent leadership and communication skills. Previous patient services experience is preferred, but candidates with proven track records of food management and customer/guest satisfaction from other hospitality industries will also be considered.

Position Summary

Interfaces with other healthcare professionals to improve the patient experience. Provides 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

Qualifications & Requirements

Basic Education Requirement - Associate's Degree

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-TN-CHATTANOOGA

System ID 66828

Relocation No

Category General Management

Type Full-Time