Patient Experience Manager

Cherry Hill, NJ, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Job Description

Aramark is a globally recognized leader in food service, facilities management, and uniform services, operating in 15 countries with a strong mission rooted in service and sustainability. The company prides itself on delivering exceptional experiences to millions of guests daily by seamlessly integrating quality food service and facilities solutions across various sectors including healthcare, education, sports, and business. Aramark's commitment to fostering inclusive work environments and equal employment opportunities aligns with its core values, ensuring employees can grow professionally while contributing meaningfully to their communities and the planet. With a focus on employee development and a culture driven by purpose and collaboration, Aramark stands out as a premier organization for individuals seeking an empowering and dynamic workplace.

The Patient Experience Manager position is based within Aramark’s partnership with Penn Medicine Health System in Philadelphia, PA, where this role functions primarily in the healthcare sector, emphasizing patient-centered service and operational excellence. As a key representative of the Food Service and Environmental Services departments, the Patient Experience Manager spearheads initiatives focused on enhancing patient satisfaction and fostering positive relationships between nursing staff and support services. This role entails hands-on, front-line engagement by conducting patient rounding, coordinating communications, and implementing service recovery strategies. The manager's duties include supervising and training staff, ensuring compliance with food safety and sanitation standards, managing performance, and closely tracking patient satisfaction metrics including Press Ganey and HCAHPS scores. The role requires a keen ability to drive operational performance and collaborate across departments to maintain a unified, patient-focused approach in a hospital setting. This full-time position answers the call for a strong leader who thrives in a fast-paced healthcare environment, is self-motivated, and dedicated to improving patient experiences through effective service delivery and team management. The Patient Experience Manager plays a critical role in the overall mission of Aramark to elevate client satisfaction and operational quality in healthcare food and environmental services.

Job Requirements

Bachelor's degree or equivalent experience
Food service or environmental services management experience
Experience in patient satisfaction score improvement
Healthcare experience
Self-starter with minimal supervision skills
Proficient in computer applications
Strong customer service skills
Effective verbal and written communication skills
Management and leadership skills
Ability to handle confidential information
Required influenza vaccination before start date

Job Qualifications

Bachelor's degree or equivalent experience
Food service or environmental services management experience 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
Must be fully vaccinated against influenza before start date as per client location requirements

Job Duties

Conducts patient rounding, distributing contact information for each department 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 and 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 and resident population and demonstrates knowledge of specific issues directly related to age of patient population