Patient Experience Manager

System ID
Food Service
Relocation Type
Employment Status

Unit Description


Sodexo Healthcare has a fantastic opportunity for a highly passionate, experienced, organized, and disciplined individual with a strong commitment to food operations to join our team at a New Sodexo Account  - Hershey Medical Center in Hershey PA as Patient Experience Manager.   Hershey Medical Center in Hershey PA is a 637 bed, 10 million dollar plus managed budget account. This is a Union Account.


Ideal candidate will interfaces with other healthcare professionals to improve the patient experience. The Patient Experience Manager will provide behavioral training and skills development to department and hospital teams. Responsible for strategic analysis of trends and metrics involved in patient feedback to create action and communication surrounding solutions.


The selected candidate will support Sodexo’s "At Your Request" room service program.  The successful candidate will manage the entire patient experience by ensuring standards are set and met, collaborating with all staff to bring excellent service to the patients and developing an eager team of Sodexo employees that were recently acquired. The ideal candidate will need to have a history of developing staff along with problem solving, and excellent customer service skills. 


We are looking for a strategic and analytical individual to think outside of the box and drive our patient satisfaction survey process. 


We are looking for candidates who can:

  • Implement performance improvement and quality assurance programs targeted to improve customer satisfaction;
  • Monitor patient tray operations and daily meal rounding;
  • Interact with patients and the nursing staff;
  • Perform tray assessments, training
  • Service Recovery
  • Customer Service Training for our front-line staff
  • Conducting patient ready room inspections and patient surveys


The ideal candidate will have the following:

  • Excellent leadership and communication skills with the ability to maintain the highest of standards and implement company policies
  • Previous experience working in a high volume facility
  • Strong management skills, preferably in health care but not necessarily if you are also a dietitian
  • 2 years of management experience preferred



Responsibilities will also include:

  • Meal Rounding with existing patients, families, and Nursing personnel 
  • Collaboration with hospital clinical and administrative leadership
  • Collecting, organizing, and trending data
  • Communicating findings with both Nutrition Services and interdisciplinary teams
  • Networking with other hospitals to identify best practices
  • Training and development of staff.
  • Ensuring food quality and compliance with HACCP guidelines.
  • Working with the culinary staff to address any customer complaints or issues relative to food items.
  • Responsible for daily supervision of operational Patient Services.

Position Summary

Provides direction for patient meal services at patient care units to ensure customer satisfaction and retention for the Company.
Key Duties
- Directs daily operations of patient meal services at patient care units to ensure employees have appropriate equipment, inventory and resources to perform their jobs and meet goals and deadlines.

- Supervises day-today work activities by delegating authority, assigning, scheduling, and prioritizing activities and monitoring operating standards.

- Establishes operating standards, implements quality improvements and communicates them to employees.

- Performs audits and prepares reports.




Qualifications & Requirements

Basic Education Requirement - Associate's Degree or equivalent experience
Basic Management Experience - 2 years
Basic Functional Experience - 2 years work experience in food or culinary services including restaurants, fast food, vending, catering services, institutional services, mall food courts, etc.

Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.


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