CUSTOMER EXPERIENCE MANAGER / ATLANTA, GA
JobID: AB07031437173
 
                                                      

A Fresh Approach To Great Results.

Charlotte-based Compass Group North America is the leader in foodservice management and support services. By combining fresh ideas with the industry’s greatest talent, we continue to set the standards for food and service excellence. Our vision for success is a powerful one – to continue to rise above the competition in every aspect of our business – from leading-edge technology, to purchasing, to foodservice, to catering and vending, to facilities management and support services. That kind of commitment commands only the best, and it.s our great people providing great service that generates our great results. In turn, it’s important to us that our talented employees be given the proper resources to achieve their fullest potential. Play a key role in our future success:

Morrison Management Specialists, a member of the Compass Group, is the nation’s only food service company exclusively dedicated to providing food, nutrition and dining services to the healthcare and senior living communities through its two operating divisions: Morrison Healthcare Food Services and Morrison Senior Living. With over 1,200 registered dietitians, 200 executive chefs and 16,600 professional food service team members, Morrison is actively committed to fostering ways to enjoy great-tasting, healthy food through socially responsible practices and superior customer service. Morrison serves over 800 client locations in 41 states including some of the largest and most prominent integrated healthcare systems and senior living communities in the United States. Morrison started over a half century ago with the idea of bringing our retail expertise to hospitals. Today, we are an industry leader with national reach.  We are guided by values that we call The Morrison Way:  trust, team, customer focus, learning, and profit.  Since the beginning, our strategy hasn’t changed…we achieve our goals by helping our customers meet theirs!  

Customer Experience Manager-Atlanta, GA

JOB SUMMARY:

The Patient Experience Manager position is an exciting opportunity for an energetic, entrepreneurial manager who is constantly seeking a better way to conduct business.  Because this manager is usually the first contact many people have with Morrison Healthcare, this manager is expected to be an ambassador for the company.  The positive “Morrison Way” attitude that is established by this manager sets the tone for the opinion many associates have of the Morrison organization. This person will have responsibility for implementing experience standards and promoting a culture of exceptional customer experience throughout their area of responsibility. The position coordinates or facilitates training for customer experience performance standards, processes and initiatives to create a culture of experience excellence for all customer groups – patients, client employees and physicians, retail visitors, catering, clients and fellow associates throughout the organization.

This manager is assigned to a specific geography. Along with other support services peers this manager is responsible for assisting that geography with achievement of key metrics.  It is imperative that this manager displays a high level of teamwork to accomplish this.

ESSENTIAL JOB FUNCTIONS:

Identifies accounts with outstanding performance in increasing and maintaining patient satisfaction:

  • Identifies characteristics and programs in these areas
  • Recommends mechanisms to quickly and practically share and implement these programs in accounts not meeting customer satisfaction goals
  • Train team members on program standards

Directly responsible for key metrics within assigned geography:

  • Patient Satisfaction
  • Regulatory compliance
  • Other metrics as agreed

Responsible for coordinating the successful implementation of key MHC patient focused branded programs:

  • Great Living Patient Dining
  • MyDining software
  • All others as defined

Assists Region Teams in the identification of key issues regarding patient satisfaction and development of strategies to address key issues

Implementation of all aspects of MHC’s customer experience policies, objectives and goal setting.

Provides regular feedback to senior leadership on performance of assigned geography

Conducts “train the trainer” and customer experience training for team members.

Assists in developing and or adapting appropriate customer experience training materials for all positions as directed by the Director of Customer Experience

Works with Customer Experience team to ensure use of most current training content and constantly looks for ways to improve guides, manuals and training procedures.

Responsible for achieving the goals and objectives developed for the Customer Experience Team.

Must work closely with other corporate and regional team staff to support field and corporate initiatives

Reads and complies with all policies and procedures of Morrison and Compass as appropriate.

Acts as liaison between Morrison/ Compass Training Organization and account leadership

Works closely with Culinary, Marketing and Clinical support teams to ensure smooth implementation of all programs and a review of new programs to provide appropriate customer experience

Completes all daily, weekly or monthly reports as outlined in the corporate policies and procedures on a timely basis meeting all prescribed deadline

Projects and practices consistent ownership attributes, which provide a high level of customer experience at all points of contact,

Participates in Patient Visitation rounds with account management team during each site visit, ensures that Morrison Patient Visitation policies and procedures are followed.

Develops and maintains excellent consensus building, influencing and communication skills (written and verbal).

Exhibits exceptional organization skills

All other duties as assigned

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to sit; use hands to finger, handle, or feel; and taste or smell.  The employee is frequently required to stand; walk; reach with hands and arms; The employee must occasionally climb or balance; stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds. 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, extreme cold, and extreme heat.  The noise level in the work environment could be loud and distractive.  Must be prepared to travel 80% of a full time schedule 

 

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry 

 

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

 

TECHNICAL SKILLS:

Advanced working knowledge of computer operations and associated software applications required to accomplish job responsibilities.

Actively and consistently searches for new technology to improve team and individual effectiveness. 

 

JOB SPECIFICATIONS/REQUIREMENTS

Education/Experience: 

  • Bachelors Degree preferred or 5 years experience in customer experience or in a similar environment.
  • Must have completed (within the past 12 months) or is currently registered to complete the patient programs certification

 

SUPERVISION RECEIVED:

Is guided by established procedures and specialized standards.  (As procedures need to change, is responsible to prepare information to receive approval by higher supervision and then follows approved procedures.)

 

SUPERVISION GIVEN:

Directs staff to achieve and maintain all standards.

 

Great People. Great Service. Great Results.
At Compass Group North America, our superior balance of efficiency and quality attract the highest caliber level of service our clients deserve. We retain the finest workers with a highly competitive compensation and comprehensive benefits plan. If you’re looking for a career where you set the standard for personal advancement, then Compass Group North America is for you! Working together, we will continue to experience success as the industry’s best.

Achieving leadership in the foodservice industry
Compass Group North America is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. 
We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.

 


Requirements
Career Level Management (Manager/Director)
Areas of Interest Foodservice - Healthcare
Education /Experience:  Bachelors Degree preferred or 5 years experience in customer experience or in a similar environment. Must have completed (within the past 12 months) or is currently registered to complete the patient programs certification   SUP
Location Georgia-Atlanta
Preferred Language English