Patient Experience and Engagement Specialist - Food Service

Job Description

The Patient Experience and Engagement Specialist - Food Service will be responsible for training all food service employees in patient feeding to ensure that all Aramark processes are learned and practiced by all new and existing employees. Responsible for the overall training and customer satisfaction for patient feeding services. This position will be tasked with training and cultural workforce development for all salaried and hourly employees. This is a customer service/hospitality position representing the food service department to the patients. The Patient Experience Director establishes and maintains effective working relationships with other departments to provide a unified approach to patient care.

• Focusing on patient satisfaction scores and providing excellent customer service
• Monitors effectiveness of departmental training by rounding on employees and making operational observations.
• Responsible and accountable for ensuring the management team's continuing education stays up to date.
• Maintains friendly, efficient, positive customer service attitude toward customers, clients, and co-workers.
• Provides effective feedback to both employee and the management team.
• Implements and maintains quality improvement processes for the Food department.
• Demonstrates professionalism and courtesy when answering/responding to all calls and requests.
• Provides employees with checklists, guidebooks, or other training material to ensure proper procedures and processes are followed.
• Assists in enhancing productivity and efficient operations of the department.
• Demonstrates commitment to professional growth and competence by adherence to hospital policies.
• Conducts patient rounding, distributing contact information for each dept. and completes rounding logs
• Ensures patients know the names of the tray passer.
• Conducts spot training for food service employees with direct contact to patients.
• Provides direct information to supervisor and manager for service recovery.
• Participates in the gridding process.
• Attends and chairs meetings for patient satisfaction, nurse meetings, client meetings and others as appropriate.
• Attends department manager meetings and reports findings.
• Conducts nurse rounding and completes logs sending thank you notes as appropriate.
• Actively participates in Qualtrics Patient Satisfaction Survey tracking, posting of scores for HCAHPs and Qualtrics.
• Completes action item reports and all other necessary reporting daily sending to all appropriate personnel.
• Delivers strong operational performance by executing against Aramark Healthcare and regulatory agency standards and programs, continually monitoring operations, and completing assessments and necessary action plans to provide optimal nutrition care and meal service to patients/residents.
• Drives patient satisfaction and maintains client relationships through rounding. Ensures compliance to food safety, sanitation, and overall workplace safety standards.
• Supervises, staffs, trains, conducts applicable rounding and manages the performance of the staff on the patient units.

• Healthcare experience AND/OR contract management experience required.
• Food/Nutrition experiences strongly preferred.
• Organizational Development background preferred.
• Strong customer orientations is required for success in this position.
• Will be skilled in directing and motivating the staff.
• Provide effective oral and written communication skills, having the ability to work well with others at all levels.
• Must have detailed organization and prioritizing skills with the ability to train; teach, demonstrate and follow-up on all assignments, when necessary.
• Able to define problems, collect data, establish facts, and draw valid conclusions.
• Must be a self-starter with the ability to work with minimal supervision.
• Requires strong customer service experience with a service friendly attitude.