Job Description

Aramark Healthcare+ is seeking a Patient Experience Manager to support the Healthcare Support Service Departments within Cape Fear Valley Health System .  The Patient Experience Manager will focus on their impact on the overall patient experience within the hospital.   To contribute to the overall patient satisfaction as expressed in third party surveys, contribute to enhancing the overall brand of the hospital client and Aramark.   To contribute to developing patient loyalty to hospital client brand in the marketplace.

Job Responsibilities

• Perform Patient Connect interviews with patients and their families
• Conduct Patient Connect data analysis
• Generate and review Patient Connect data for opportunities to improve patient satisfaction
• Train and coach others on how to effectively perform Patient Connect interviews
• Conduct AIDET  and/or W.E.S.T. Observations:
  • Housekeeping Associates
  • Host/Hostesses
  • Call Center (phone etiquette)
• Observe New Admission Greetings
• Technology savvy (CBORD, EPIC)
• Adopt A Floor Program (AAF Program)
• Coach managers on New Admission Greetings
• Conduct Patient Experience Assessments
• Coach managers on Patient Experience tools
• Conduct Gridding Analysis
• Coach leadership team on Gridding Analysis Outcomes
• Attend and Participate in client QBR’s
• Collaborate with hospital Patient Experience team; create an alignment between EVS and the hospital Patient Experience initiatives
• Exemplify service culture at all times
• Produce Patient Satisfaction Reports
• Participate in new employee orientations relative to patient experience expectations

Qualifications

• Associates Degree required plus equivalent experience.  Bachelor Degree preferred plus equivalent experience.
• 1-2 years of hospital customer service preferred
• 5 years of customer service experience

#FS-400

Education

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