Job Description

Role Overview

Sodexo is seeking a dynamic and results-driven Patient Experience Manager 4 to lead patient experience and project management initiatives across the seven acute care hospitals within the Yale New Haven Health System . This is a remote-based role with weekly travel required and high visibility among executive-level stakeholders. Reporting to the Vice President of Operations, this role acts as a key change agent, driving cultural transformation across support services and ensuring an exceptional patient experience that aligns with operational goals and organizational values.

• Travel: Approx. 80% travel expected. The role is remote but requires regular presence across seven acute care hospitals.

• Team Structure: No direct reports; provides indirect oversight and coordination for 10 Patient Experience Managers.

• Reporting: Reports to Vice President, Operations – Healthcare.

• Union Environment: Oversight includes unionized personnel.

Join Sodexo and play a pivotal role in shaping patient experiences, driving service excellence, and making a meaningful impact across a leading healthcare system.

What You'll Do

Key Responsibilities:

• Serve as the system-wide expert in Patient Experience, partnering with site-based Patient Experience Managers (PEMs) to analyze data, identify trends, and drive measurable improvements.

• Regularly travel to each hospital location (approx. 4 days/week) to conduct rounds, gather patient insights, assess service delivery, and identify improvement opportunities.

• Develop and execute actionable strategies and project plans based on Press Ganey and internal performance metrics to elevate patient satisfaction and engagement.

• Build and maintain strong relationships with C-Suite and E-Suite leaders across all sites, acting as the primary point of contact for patient experience performance and strategy.

• Translate qualitative and quantitative findings into executive-level communications and presentations, clearly articulating the value proposition and return on experience initiatives.

• Collaborate with cross-functional teams, including Operations and Food Services, to ensure aligned service delivery and a seamless patient experience.

• Provide oversight and coordination of 10 site-based PEMs, ensuring consistency in execution, accountability, and continuous improvement across the system.

• Maintain autonomy in scheduling and prioritizing site visits based on patient experience data, operational needs, and organizational priorities.

What We Offer

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

What You Bring

Ideal Candidate Profile:

• Must-have experience in Patient Experience strategy, analysis, and implementation within healthcare or hospital systems.

• Proven experience in Project Management and Change Management, with the ability to drive organizational improvements and influence without direct authority.

• Strong presentation, communication, and interpersonal skills – able to confidently interface with executive leadership and operational teams.

• Analytical mindset with the ability to interpret and act on data insights, particularly related to Press Ganey and other patient satisfaction tools.

• High energy, self-discipline, and the ability to thrive in a fast-paced, decentralized environment.

• Confident and assertive – comfortable challenging assumptions, pushing for outcomes, and owning results.

• Demonstrated success building trust and rapport with diverse stakeholders, including unionized environments.

Who We Are

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form .

Qualifications & Requirements

Minimum Education Requirement: Bachelor’s degree or equivalent experience
Minimum Functional Experience: 3 years

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