Patient Experience Manager

Overview

The Patient Experience Manager is responsible for leading and overseeing initiatives that strengthen the patient experience across every encounter. This role partners with leaders and frontline team members to ensure service standards are consistently delivered, patient interactions reflect empathy and professionalism, and opportunities to improve the overall experience are identified and addressed.

Compensation: $58,000 per year salary (U.S. Dollars)

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program.

Schedule: Monday - Friday from 8:00AM - 5:00PM EST

Benefits: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2025 Employee Benefits | Staff and Management Team Members

Responsibilities

• Provides training, coaching, and ongoing support to team members in essential customer service KPIs,

• Monitors performance, reinforces accountability, and helps build a culture where exceptional service is embedded into daily operations and every patient interaction.

• Recommend operational and employee improvements to the Project Manager.

• Administer Corporate Service Standards and Hospital Service Expectations.

• Trains team members on empathy-based communication, service recovery, and general customer service best practices.

• Assist in hiring new employees.

• Assists in the onboarding and training of new hires.

• Assist each guest into and out of their vehicles by opening/closing car doors and retrieving/storing wheelchairs/strollers and belongings.

• Ensure quality assurance and management visibility at all times to maintain high standards of quality, reliability and safety.

• Works closely with the Guest Service Ambassadors to ensure service continuity

• Ensure established dress code and hygiene guidelines, including being properly identified are consistently applied and followed.

• Act as liaison with the frontline team and upper management.

• Ensure labor is in line with service expectations.

• Monitor traffic patterns and valet activity to prevent injuries and guest claims.

• Investigate and provide service recovery of all reported complaints.

• Ensure timely ordering and replacement of supplies, signage, and uniforms, as necessary.

• Perform all GSA tasks, as needed.

Essential Knowledge and Skills:

• Able to act independently and make accurate decisions with exceptional focus on attention to detail.

• High degree of ability controlling flows of traffic and valet lanes.

• High degree of attention required preventing injury to others and damaging to vehicles when operating vehicles to and from location.

• Ability to demonstrate exceptional service and interpersonal skills that are interpreted as positive and customer service oriented.

• Ability to calculate and balance numbers rapidly and accurately.

• Understand and respond appropriately to basic customer and employee inquiries.

• Ability to analyze and solve problems,

• Must maintain confidentiality of patients, visitors, staff and guests.

• Ability to operate equipment in assigned area.

Qualifications

• Proven ability to manage, train and develop a team.

• Proven experience building and maintaining professional working relationships.

• Proven background managing multi-task operations

• Ability to implement policies and procedures.

• Experience preparing and/or maintaining a budget.

• Effective verbal and non-verbal communication skills.

• Ability to work in an environment that is not necessarily protected from weather and temperature changes with exposure to hot, cold, wet, humid or windy weather conditions for long periods of time.

• Must be able to meet health requirements such as TB test, Hepatitis screen, Rubella, etc.

• Must be able to lift, push, pull objects up to 50 pounds with reasonable accommodation, and exhibit full range of motion including standing, bending, stooping, kneeling, reaching, twisting, lifting, pushing, pulling, climbing, balancing and crouching.

• Ability to stand continuously and perform job functions for a full shift.

• Education minimum: high school diploma or equivalent

• Read, write and communicate using English language sufficient to perform job functions.

• Applicants may be rejected if an interview or background check reveals that the applicant has been convicted of a felony or offense against property such as receipt of stolen property, larceny, embezzlement, burglary or similar convictions.

• Must pass a pre-employment drug test.

• Must provide proof of eligibility to work in the United States.

• Must be 18 years of age and possess a valid driver’s license with a MVR criteria meeting company guidelines, if required.

• Ability to operate a standard and automatic transmission, if required.