Job Description

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 2 for White Oak Medical Center, Fort Washington and Shady Grove, located in the DC-Maryland area.

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. This represents a unique opportunity for someone who is hands on in driving results to join a growing health care organization. In this role, you will direct and participate in all of the daily food operations for their patient meal services which is currently utilizing \xe2\x80\x9cExpressly For You,\xe2\x80\x9d a room service meal program (EFY). All candidates need to have previous leadership experience,Hospitality, and Server 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
• Some oversight of the Diet Office and supervision of Diet Office hourly staff & patient services hourly staff
• Daily patient meal rounding utilizing Service Depot, interacting with patients and nursing staff
• Identifying and implementing process improvement initiatives to increase patient satisfaction
• Ensuring food safety and sanitation compliance
• Oversee patient tray line to ensure meal accuracy

Reporting to the General Manager, the ideal candidate will:

• Work closely with the Clinical Nutrition
• Act as the liaison between the dietitians, nurse managers
• Work with the other Sodexo Managers with the goal of enhancing the patient experience and dinning 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

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

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 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. .

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, you\xe2\x80\x99ll enjoy an improved quality of life that\xe2\x80\x99s 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 What We Offer:

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. 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

10% - Monitors performance metrics and customer feedback, develops and implements solutions to achieve agreed upon goals (KPI\'s).

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

10% - Serve as the liaison between Support Services, nursing, and other patient care leaders to enhance patient experience outcomes. Qualifications & Requirements:

Basic Education Requirement: Bachelor\xe2\x80\x99s degree or equivalent experience
Basic Functional Experience: 3 years

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

Sodexo