• Patient Experience Manager

    Location US-MA-BROCKTON
    System ID
    General Management
    Relocation Type
    Employment Status
  • Unit Description

    Sodexo is looking for a Patient Experience Manager at Good Samaritan Medical Center in Brockton, MA


    Good Samaritan Medical Center is a 267 Bed Acute Care teaching Hospital located in the Boston suburb of Brockton, MA. Utilizing Sodexo's Service Depot Patient Rounding tool as well as data obtained from Press Ganey, this role will be key in driving our patient experience for Food and Nutrition Services.  


    We are looking for candidates who can:

    • implement performance improvement and quality assurance programs targeted to improve patient satisfaction;
    • monitor patient tray operations and daily meal rounding;
    • interact with patients and the nursing staff;
    • perform tray assessments, training and Service Recovery
    • Conduct Customer Service Training for our front-line staff


    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 training skills, preferably in health care but not necessarily if you are also a dietitian
    • Strong Hospitality skills

    This is a full time temporary position that can last up to one year and will initially be assigned at Good Samaritan located in Brockton, MA.  At any time after onboarding, the successful candidate is able to apply for internal positions within Health Care.  Must be will to travel.

    Position Summary

    Interfaces with other healthcare professionals to improve the patient experience. Provides behavioral training and skills development to department and hospital teams. Strategic analysis of trends and metrics involved in patient feedback to create action and communication surrounding solutions.

    • Rounding with existing patients, families, and Nursing personnel in facility
    • 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

    Qualifications & Requirements

    Basic Education Requirement - Associate's Degree
    Basic Management Experience - 2 years
    Basic Functional Experience – 1 year experience in Service Recovery role at large hospitality or hospital environment

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


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