Patient satisfaction drives you towards success. Knowing you made a difference motivates your personal satisfaction.

Sodexo is seeking a Patient Experience Manager 4 for Yale New Haven Health, located in New Haven, CT. The Senior Patient Experience Manager is responsible for ensuring the implementation, training, and utilization of Sodexo and Client patient and customer experience technology systems and solutions. This is a key Sodexo role in coordinating the delivery of Sodexo's programs and high standards for this prestigious client organization. Exclusive focus on driving patient and customer satisfaction, utilizing Sodexo’s proprietary Experiencia Plus platform. Must have significant experience in analyzing Press Ganey and HCAHPS data and developing system and site-specific solutions to improve customer experience outcomes.

This senior level role is responsible for Sodexo's relationship with Yale New Haven Health System’s Chief Experience Officer and will interact heavily with local hospital and health system clients and Sodexo’s site operators to achieve contractual KPI’s. This role oversees a team of eight Patient Experience Managers at each of Yale New Haven Health’s seven hospital campuses.

The successful candidate will:

• 
  evaluate and develop service levels for the overall Patient Services Program targeted to exceed patient and customer satisfaction;
• oversee Sodexo’s Patient Dining Program and daily meal rounding inclusive of service recovery;
• collaborate with clinical, food service and interdisciplinary teams to enhance the patient experience;
• perform tray assessments to ensure food quality and presentation and tray accuracy;
• exceed Sodexo standards for Gold Checks and achieve successful regulatory inspections and audits; and/or
• perform management functions that include direct supervision of hourly associates including employee development.

Is this opportunity right for you? We are looking for candidates who have:

• excellent leadership and communication skills with the ability to maintain the highest of standards and implement company policies;
• passion for our patients and customers to ensure our Sodexo CARES (Compassion, Accountability, Respect, Enthusiasm and Service) behaviors are followed daily;
• knowledge of nutrition and specialized diets;
• experience with oversight of diet offices; and/or
• strong management skills, preferably in healthcare

Learn more about Yale New Haven Health System at https://www.ynhhs.org/

Sodexo offers a full array of benefits including paid time off, holidays, medical, dental, vision, 401K and access to ongoing training and development programs, tuition reimbursement, plus health and wellness programs.

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