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ARAMARK Patient Experience Manager in Great Falls, Montana

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://careers.aramark.com or connect with us on Facebook, Instagram and Twitter.

Description

The Patient Experience Manager is responsible to lead, communicate, implement, execute, analyze, report, and evaluate targeted patient experience improvement initiatives for high profile healthcare clients. Serve as an influential expert on patient experience and engagement fundamentals.

Key Accountabilities:

  • Direct and drive the implementation, execution, and hardwiring of Aramark programs, to improve staff, leaders, and patient and family experiences. Implement strategies that drive and support patient experience improvement initiatives for targeted areas.

  • Serve as a key resource to leaders and staff, to improve the patient experience

  • Provide coaching and onboarding, including ongoing competency validation for leaders and staff, to deliver excellent patient experiences.

  • Drive to improve Aramark Data Key Performance Indicator (KPI) & Financial outcomes based on partnership agreement requirements.

  • Collaborate with organization leadership teams, to identify and mitigate barriers, as identified through data analysis reporting and rounding observations.

  • Analyze internal and external patient experience metrics, to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans including ongoing competency validation to improve the patient experience.

  • Support and influence the Patient Experience Committee to drive patient experience initiatives and ensure organizational alignment.

  • Influence accountability through the dissemination of targeted reports, focused action plans and the validation of ongoing competency related to caregivers and staff behaviors.

  • Lead assigned projects and programs, create, and execute project work plans.

  • Prepare and present oral and written reports and presentations to hospital and Aramark leadership and staff, related to the patient experience.

  • Perform other related duties and participate in special projects as assigned.

  • Actively round and interview Patients and Caregivers

Responsibilities:

  • Actively promote and model Service Excellence principles at all times.

  • Plan and coordinate Service Excellence and Patient Experience programs.

  • Report HCAHPS results as published by a third-party platform

  • Promote a service ethic to change longstanding behaviors of leadership and staff.

  • Provide Aramark "shoulder-to-shoulder" training on all aspects of Service Excellence and Patient Experience including scripting and role playing.

  • Focus upon leadership and staff behaviors, retool operational processes towards Service Excellence and Patient Experience

  • Continual evolution of patient service standards and prescriptive language.

  • Research and promote Service Excellence and Patient Experience best practices.

  • Oversee management and training of multidisciplinary teams to use Service Excellence tools and principles in daily activities.

  • Conduct "shoulder-to-shoulder" training, including scripting & role playing.

  • Prioritize strategic initiatives.

Qualifications

  • Minimum 5 years' experience in Healthcare or Hospitality.

  • Minimum 5 years leadership or management experience.

  • Provable skills in HCAHPS, Press Ganey, Service Excellence and Patient Experience.

  • Provable ability to decipher Patient Experience reporting.

  • Multi-disciplinary written & oral communication skills up/down.

  • Strategic thinker with the ability to scan internal and external environments quickly to determine strengths and opportunities.

#FS-150

Aramark is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer – Minority/Female/Disability/Veteran

Aramark will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance ordinance.

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