Patient Service Manager

The Patient Experience Manager is responsible for creating and sustaining a culture of patient-centered care within the Healthcare Campus within the Food and Nutrition Services Department. This role leads initiatives to improve patient satisfaction, ensures compliance with regulatory standards, and partners with clinical and non-clinical teams to deliver an exceptional experience throughout the patient journey.

Key Responsibilities

1. Patient Advocacy: Interacts with patients and family to ensure that nutritional needs and preferences are met. Works within the Healthcare Campus framework to resolve any nutritional related concerns.
2. Experience Strategy: Understands and executes against standards to create an optimal experience for the patients.
3. Data & Metrics: Monitor patient satisfaction scores, conduct daily patient rounds, and document outcomes to remove barriers to service. Reports trends to the ds and present actionable insights to leadership.
4. Staff Education: Train and coach staff on standard diets and ordering process. Annual staff competency and food safety regulations and hospitality.
5. Complaint Resolution: Oversee grievance processes in compliance with CMS and Joint Commission standards.
6. Collaboration: Work closely with registered dietitians, nursing and physicians to ensure patients’ nutritional needs are met.
7. Community Engagement: Participate in hospital committees and community outreach to promote patient-centered care.

Qualifications

1. Education: Hight School Education or equivalent. RD or CDM preferred.
2. Experience: 3–5 years in food service leadership roles. Healthcare experience in senior living or relevant.

Skills:

1. Strong knowledge therapeutic diets and Serve Safe Certification or can complete in 3 months of employment.
2. Excellent communication and conflict resolution skills
3. Ability to lead cross-functional initiatives and drive cultural change
4. Data analysis and reporting proficiency

Core Competencies

1. Empathy and compassion
2. Strategic thinking and adaptability
3. Leadership and team collaboration
4. Commitment to patient-centered care