Job Description

Role Overview

Let your passion for people be the driver of your success at Sodexo. Through your leadership, your team will make a real impact every day.

Sodexo is seeking an experienced customer service focused Patient Experience Manager 2 to join our team at Novant Health New Hanover Regional Medical Center located in Wilmington, NC . Novant Health NHRMC is a 800 bed teaching facility with four retail outlets. It’s hard not to love Wilmington when the city has just been declared “The Next Big Thing” by national media as one of the .

What You'll Do

The Patient Experience Manager 2 will support 2 salaried managers, 5 supervisors and 60 frontline associates and be responsible for the entire patient services operation. The successful candidate will have a strong management and customer service background . This key management position will report directly to the Food Operations Manager and have exceptional customer service skills as well as the ability to think outside the box.

50% - Rounds with patients, collecting detailed data regarding their experience, with a goal of improvement and patient/customer centered solutions.

10% - Ensures that individuals performing service-related tasks have the competence to do so without putting the health and safety of themselves or others at risk.

Behaviors include:

Working as a team for safety

Communicating Effectively to Manage Safety Risks

Optimizing Human and Environmental Factors

Recognizing, respond and reporting incidents

Adherence to all operational safety practices and protocols

Drives a safety culture throughout the team

10% - Monitors performance metrics and customer feedback, develops and implements solutions to achieve agreed upon goals (KPI's).

20% - Audits employees through rounding to ensure protocols are being followed and patient satisfaction initiatives are met. Provides training opportunities as needed.

10% - Serve as the liaison between Support Services, nursing, and other patient care leaders to enhance patient experience outcomes

What We Offer

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

What You Bring

• have a work history demonstrating strong employee engagement leadership skills, as well as previous supervisory experience and the ability to work collaboratively;
• have culinary production experience and a strong background in safety and sanitation compliance;
• can manage multiple priorities, demonstrate professional communication skills, and a passion for a high level of customer service;
• are enthusiastic and confident;
• ability to drive employee success to enhance the value of the food and nutrition team; I
• prioritize tasks and exhibit flexibility to take on additional responsibilities as needed; and/or
• demonstrate working knowledge of Sodexo Food Management System (FMS) The Market Connection (TMC), Sodexo Menu Graphics (SMG), Catetrax and is proficient in computer skills and report management experience. This does not apply to external candidates.

Who We Are

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form .

Qualifications & Requirements

Minimum Education Requirement: Bachelor’s degree or equivalent experience
Minimum Functional Experience: 3 years

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