Patient Experience Manager 1

As a Patient Experience Manager 1 at Sodexo, your main responsibilities include evaluating and improving the Patient Services Program to enhance patient satisfaction, overseeing daily meal services, collaborating with clinical and food service teams, performing tray assessments for quality, and ensuring compliance with safety regulations. Your role also involves direct supervision and development of hourly associates to maintain high service standards.

To apply for the Patient Experience Manager 1 position at Sodexo, candidates need an Associate's Degree or equivalent experience. At least two years of management experience and one year in a service recovery role in a large hospitality or hospital environment are also required. Strong leadership and communication skills, along with knowledge of nutrition and specialized diets, are essential.

Sodexo ensures great patient experiences in the Patient Experience Manager 1 role by emphasizing continuous improvement in service delivery, encouraging collaboration among clinical, food service, and interdisciplinary teams, and fostering a culture of accountability and enthusiasm within the team. Regular evaluations and feedback help refine practices to exceed patient expectations.

Sodexo offers a comprehensive benefits package for the Patient Experience Manager 1 position, which may include medical, dental, and vision care, 401(k) matching contributions, paid time off, company holidays, opportunities for career growth, and tuition reimbursement. This commitment reflects Sodexo’s dedication to employee wellbeing and development.

Beneficial skills for the Patient Experience Manager 1 role at Sodexo include excellent leadership and communication abilities, a strong understanding of service recovery, knowledge of nutrition and dietary restrictions, as well as robust management skills to supervise and develop team members effectively. An enthusiasm for enhancing patient experiences is also key.

In this scenario, it is essential to first listen to the patient's concerns without interruption, showing empathy. Then, I would take immediate action by offering a replacement meal that meets their expectations, while also documenting the incident to identify patterns. This approach not only resolves the issue at hand but also emphasizes our commitment to patient satisfaction.

I have previously managed a team where I focused on fostering an environment of open communication. I prioritized regular training sessions to enhance skills and implemented a feedback system to address any concerns. My experience taught me that collaboration and recognition are vital for maintaining high team morale and delivering excellent patient service.

To evaluate meal service quality, I utilize a combination of patient feedback surveys, direct observation during meal services, and tray assessments to ensure accuracy and presentation. Additionally, I conduct regular team meetings to discuss findings and brainstorm ways to improve based on patient preferences and dietary needs.

Ensuring compliance with health and safety regulations involves regular training for all team members on best practices, conducting routine audits of service areas, and staying updated on local health guidelines. I also emphasize a culture of accountability where every team member feels responsible for maintaining safety standards.

Collaboration is fundamental to enhancing patient experience, as it allows for diverse perspectives and expertise to shape service delivery. I encourage partnerships between clinical teams, food service staff, and administration to address patient needs holistically, ensuring a seamless service experience from admission to post-discharge.

Implementing process improvements involves gathering data and feedback regularly, analyzing service bottlenecks, and brainstorming solutions with the team. I advocate for pilot testing new approaches and using metrics to assess their impact on patient satisfaction, ultimately making adjustments based on findings.

In my past role, I noticed a gap in our training processes that affected service quality. I developed a structured training program focused on service excellence and engaged team members to contribute their experiences. This led to improved service ratings and enhanced team cohesion, proving the value of effective training.

Key metrics I track to assess patient satisfaction include meal service ratings from patient surveys, compliance with dietary restrictions, wait times for meal delivery, and feedback from interdisciplinary team members. By analyzing these metrics, I can identify areas for improvement and measure the success of implemented changes.

During challenging situations, I remain focused on the end goal of improving patient experiences. I find motivation in celebrating small victories, whether they are positive feedback from patients or successful team initiatives. Staying connected to the mission of providing great service helps sustain my motivation.

Essential qualities for a Patient Experience Manager include empathy, strong leadership, effective communication skills, and a commitment to service excellence. Additionally, an understanding of healthcare dynamics and the ability to engage with diverse patient populations greatly contribute to success in this role.