Job Description

The Patient Experience Manager is responsible for creating and sustaining a culture of patient-centered care within the Healthcare Campus within the Food and Nutrition Services Department. This role leads initiatives to improve patient satisfaction, ensures compliance with regulatory standards, and partners with clinical and non-clinical teams to deliver an exceptional experience throughout the patient journey. 

Key Responsibilities  

1. Patient Advocacy: Interacts with patients and family to ensure that nutritional needs and preferences are met. Works within the Healthcare Campus framework to resolve any nutritional related concerns. 
2. Experience Strategy: Understands and executes against Culinour’ standards to create an optimal experience for the patients.
3. Data & Metrics: Monitor patient satisfaction scores, rounds on patients daily and documents outcomes to ensure barriers to service are removed. Reports trends to the ds and present actionable insights to leadership. 
4. Staff Education: Train and coach staff on standard diets and ordering process. Annual staff competency and food safety regulations and hospitality. 
5. Complaint Resolution: Oversee grievance processes in compliance with CMS and Joint Commission standards. 
6. Collaboration: Work closely with registered dietitians, nursing and physicians to ensure patients’ nutritional needs are met. 
7. Community Engagement: Participate in hospital committees and community outreach to promote patient-centered care. 

Qualifications  

1. Education:  Hight School Education or equivalent. RD or CDM preferred.
2. Experience: 3–5 years in food service leadership roles. Healthcare experience in senior living or relevant.

Skills:

1. Strong knowledge therapeutic diets and Serve Safe Certification or can complete in 3 months of employment.
2. Excellent communication and conflict resolution skills 
3. Ability to lead cross-functional initiatives and drive cultural change 
4. Data analysis and reporting proficiency 

Core Competencies  

1. Empathy and compassion 
2. Strategic thinking and adaptability 
3. Leadership and team collaboration 
4. Commitment to patient-centered care 

Culinour® is a specialty company of Phoenix3 Collective, a Boston-based strategic growth partner that accelerates distributive and lifestyle service companies in healthcare, behavioral health, senior living, and corporate markets. Phoenix3 is a team of business builders, disruptors, entrepreneurs, and experienced operators, providing direction, resources, and capital from decades of successful leadership in these market spaces. More information about Phoenix3 Collective can be found at

Don’t meet ALL the requirements but think you have the ability and determination to have an impact in this role? Let us know! Data shows that diverse candidates may be less likely to apply when they do not think they meet all the job requirements, but very few successful candidates possess all the requested skills and experiences. We are a culture of learners, and we want culture accelerators who are willing to learn and grow. If you think that is you and this role fits with your career aspirations, give it a shot!

Job Tags

Similar Jobs