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Patient Services Manager 2
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Sodexo Your Employer of Choice Sodexo is proud to be recognized for our unwavering commitment to diversity and inclusion, being a champion in the fight against hunger, and supporting the communities in which we serve.
California-Silicon Valley/San Jose
Company Name
Food Service

Job Details

Unit Description

At Sodexo we believe that Quality of Daily Life contributes to the progress of individuals and the performance of organizations. Sodexo designs, manages and delivers comprehensive service solutions through On-site Service Solutions and Motivation Solutions to create an outstanding experience for the people we serve.We have an exceptional career opportunity for a Patient Service Manager in San Jose, CA.


As our Patient Service Manager, you will have responsibilityfor planning, developing and implementing programs that ensure an exceptional patient experience for patients and their families throughout hospital. Responsible for understanding the needs of our patients (current and future) through multiple sources, including current research methodologies, and providing a bi-annual Patient Experience Plan for the organization and each area of service - working with the leadership in each clinical and service department, providers, and others responsible for each point of service.


For patients in our care, the assessment and program development will specifically support the Patient Experience Research and Improvement Initiative to achieve vision of providing an exceptional experience for our patients that meets their needs and expectations at every point of service. In supporting the Patient Experience Initiative, the manager will work in close collaboration with all departments to understand the key themes from patient feedback and provide leadership, structure and education to support both recognition and improvement tactics.


Essential Job Functions:

- Works with Patient Satisfaction/Perception survey vendors to ensure appropriate sample sizes and focus for each service; manages survey contracts and all vendor issues, including interface with the IT department.

 - Creates on time feedback loops, spot shoppers, audits, and other innovative tools to support understanding our performance, with communications provided to leaders including action plans where suggested.

- Provides analysis of patient feedback information, ensures reports are statistically valid and meet contract specifications; oversees the timely distribution of reports to all relevant areas.

- Manages the compliment/concern/complaint process with effective feedback loops and timely reporting.

- Serves as coach and role-model.

- Monitors trends and actions nationally and locally.

- Monitors national research that supports understanding the patient experience and successful approaches for consideration.

- Prepares and presents timely summary reports to the organization – as needed and as outlined in the report out schedule.

- Provides education and training on Customer Service and Team Communication in support of the Patient Experience Initiative.

- Accountable for following the guidelines for attendance, punctuality and overall dependability. Accountable for effective performance and follow-through of all assigned responsibilities and for completing responsibilities within designated (or agreed upon) timeframes. Completes responsibilities in a manner consistent with organizational policies and goals.

- Responsible for the "Accountabilities" associated with this position in support of the organization.

- Performs other duties as assigned.



In addition to offering a great opportunity, this position also provides a competitive salary, great benefits…and so much more!!


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Position Summary

Provides direction, guidance, and supervision/direction of patient hospitality employees at patient care units. Serves as senior and primary representative of patient care activities. Position takes an active role in finance/cost controls of patient meal services. Manages initiatives for job redesign and process improvement, including interdepartmental improvements with nursing staff.





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