• The Hospitality Manager will serve as a key point of contact between unit/department leadership and patients/family in managing and coordinating patient care. They will actively listen to patient concerns, and escalate to appropriate management as they arise, performing service recovery as needed. They will actively:
• Round on patients and families regularly to ensure standards of care are met and to develop a relationship of trust
• Facilitate communication between patients, patient/families and the care team
• Facilitate patient experience rounding by senior leaders on the nursing unit. Shadow and observe the patient’s experience rounding in action
• Ensure there is real-time follow-up on patient/family concerns
• Identify and follow through with patients and families who have special needs/requests or who require service recovery
• Track/trend patient feedback to identify issues and opportunities
• Complete reports and documentation to share with the appropriate stakeholders
• Facilitate surveys - discuss with patients and families and encourage survey participation and unbiased feedback
• Conduct follow-up phone calls post-discharge to collect additional feedback
• Assist with capturing patient success stories
• Assist PX Director with in-depth analysis of all patient metrics, PX Surveys, written and verbal compliments and complaints, and qualitative data from multiple sources
• Provide one-on-one coaching for leaders and key staff to improve patient experience 
• Provide regular communication to the campus PX Director on project timelines and progress.
• Collaborate on a regular basis with the campus PX Director
• Educate staff in the philosophy and techniques of patient experience improvement, using I-CARE values to drive culture and behavior
• Participate in unit and departmental meetings and huddles as indicated
• Assist in implementing process improvement projects that impact patient experience in the hospital 
• Any other related request, as directed by the Catholic Heath Office of Patient Experience
• Exemplify, promote, lead and coach on the ICARE values and PX behaviors on a daily basis with patients, families, and employees
• Uniform will likely be provided
• Education and Experience:
• To qualify, the candidate must have a Bachelor’s Degree with a minimum of 1–2 years of work experience participating in performance improvement programs, problem-solving, time management, hospitality programs. Excellent written and oral communication skills; prioritization skills; and be self-motivated and detail oriented with an excellent work ethic.

Other skills:

• Outstanding interpersonal and communication skills. 
• Ability to respond in a caring, empathetic, and calming way with people. 
• Comfortable working in a fast-paced setting with seriously ill.
• Demonstrated experience in leading by influence. 
• User knowledge of relevant computer systems/applications.
• Ability to research, summarize and communicate verbally and in writing to the public.
• Polished facilitation and presentation skills.

The pay for this position ranges from $63K – $73K per year.

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate’s qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job, and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.