Senior Manager- Crisis Management

2 weeks ago


Dartford Kent, United Kingdom Medirest Full time

The post holder is responsible for successfully coordinating and directing all patient experience activities in collaboration with the Chef Managers and/or Contract Directors. Tracks financial incentives, client penalties, and reporting of the performance measure to relevant teams, contract management, and client.
Effective and efficient management of travel arrangements and expenses. Ensuring relevant policies are understood and adhered to.
Maintains and supports client and patient satisfaction at a level that ensures account retention.
Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner, as per Positive Impressions Service Level Agreement (SLA)
Monitors client communications effectiveness including communicating the benefits of maintaining Medirest, Medirest Signature, or White Oaks as the services management provider.
Increase regional patient/resident satisfaction performance by promoting and monitoring patient/resident satisfaction progress and exploiting marketing success
Maintain an awareness of patient/resident satisfaction updates and industry conditions including internal and external to the accounts.
Participate in monthly conference calls with fellow PX Managers & weekly Operations Management to communicate PX updates, and current trends and identify opportunities to reward and recognise.
Demonstrate knowledge and patient satisfaction measurement methods and surveys as used at the site.
Responsible for compliance with all HR policies and procedures which link into the Positive Impressions framework e.g., Induction, career pathways, and Uniform policies.
Responsible for preparation and implementation of specific development and training-specific plans for patient/resident satisfaction success.
Emotional intelligence, resilience, emotional maturity, and assertion
Proficient with Microsoft Word, Excel & PowerPoint, and thorough
Ability to analyse data and produce / present reports to make service-driven recommendations on patient or resident experience feedback.
Must be flexible to meet the needs of the business.
Full driving license preferred as travel to different locations is expected.
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:
To help with the cost of living crisis, Compass will be providing a free meal or equivalent Subsidy while working
Exclusive travel discounts with TUI, Expedia, Booking.Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
Regular emails filled with the best discounts and savings available
Receive cash rewards every time you spend and use them on a wide range of brands
You can share all discounts and offers with your friends and families
Contributory pension scheme
Part of Compass Group UK&I, Medirest is the specialist healthcare operating company of Compass Group UK & Ireland, providing a full range of hotel services, including staff, patient and visitor catering, domestics, portering, security and reception, at over 130 NHS Trusts and private hospitals.
Compass Group UK&I wants everyone in our business to feel able to be themselves at work and to have an equal opportunity to progress their career. Where our colleagues feel valued, can reach their full potential, and thrive - Diversity is Our Strength
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