Resident Experience Manager- Healthcare, Calgary, Aramark

Published 2022-06-25
Expires 2022-07-25
ID #1060748989
Resident Experience Manager- Healthcare, Calgary, Aramark
Canada, Alberta, Calgary,
Published June 25, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Resident experience manager- healthcare
Work from home:

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Job Description

Aramark Healthcare is a leader in providing food, facility, clinical technology and senior living services to nearly 1300 healthcare organizations throughout North America.  Our presence is felt throughout the entire healthcare continuum, from patients, visitors and residents, to nurses and physicians.  That's why we believe our people are truly our greatest asset.  And it's why we're committed to creating an internal culture where the best people want to work - with a dedication to diversity, exceptional career development, competitive benefits and compensation, and generous community initiatives that make a difference.

Bethany Care Society operates seven multi-level care centres in Airdrie, Central Calgary, Northwest Calgary, Cochrane, Red Deer and Didsbury where we staff and manage their Support Services. Providing Food, Housekeeping and Laundry services to over 1000 residents.

The Resident Experience Manager will be the catalyst for change and responsible for improving the Resident/Family experience.

Job Responsibilities

Resident and Family Engagement:
Focused on the overall Resident/Family experience.
70-80% Resident/Family Engaging and Facing.
Participate in resident council meetings throughout all Bethany sites.
Assists in Administering Resident & Family Satisfaction surveys.
Fosters and develops positive client relationships.

Facilitation of collaboration between Bethany and Aramark to provide Service Excellence:
Key position in co-crafting the overall resident experience Culture. Supporting the overall Bethany and Aramark Collaborative Vision.
Driving the overall vision of “Best Experience” for residents and families. The goal that each facility scores 1% above HQCA family satisfaction survey provincial average.
Identify quality improvement opportunities and initiatives from Joint Resident and Family Satisfaction survey.
Identify and communicate areas of strength and areas for improvement to ensure optimal service delivery for those we serve.
Expand the use of technology to support quality support services, improve safety and optimize efficiency.
Above based on observations and feedback from residents, families and staff (Aramark and Bethany).
Exemplifying an Objective point of view.

Facilitate development and implementation of QI action plans to address challenges/areas for improvement:
Incorporating Aramark & Bethany’s Mission, Vision & Values in Program/Process development.
Holding Aramark and Bethany accountable for mutually agreed experience actions.
Assists in developing, implementing & monitoring Customer Service Standards.
Conducting team huddles to address service issues, challenges and share complimentary feedback.
Conducting experience enhancement trainings. Aramark WEST Customer Service program, Service Recovery.
Evaluate and revise QI action plans as required:
Attend and Participate in client Quarterly Partnership Review.
Accountability for survey responses and data roll up.
Accountable to ensure working towards common goal with Bethany to ensure the best satisfaction in resident experience.
Ability to course correct activities.


Minimum schooling or formal training for a new person on the job:


Excellent communication skills both verbal and written. Ability to actively listen or the ability to pivot unhelpful conversations to more productive ground.
Professional appearance and demeanour.
Food Safety Training, WHIMIS certification.

Previous Experience Required:
3-5 years experience in a Healthcare, Hotel or Hospitality setting. A people person with the ability to detach themselves from situations and to remember that it is usually not personal. Maintaining a level head in stressful situations.
Public Services and/or Customers Service experience. People centric focus with the ability to adapt to changing situations.
Special skills/training needed to perform job or operate equipment:
Microsoft Word, Excel, Power Point, Canva working knowledge
Marketing experience



In a Senior Living operation, you are working with senior residents or individuals with physical and mental disabilities / challenges. Individuals who are successful in this environment are folks who have high threshold of patience, ability to maintain a calm and positive attitude and who loves to take care of people.

Senior Living operations do not shut down for bad weather conditions, these operations are working 24/7 – 365 days. There is no work from home situations and hence it’s very important to ensure that folks who are working here are aware that they and their staff need to have appropriate ways of getting to / from work & occasionally alternative options.



Bachelors preferred

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.

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    Marketing is the study and management of exchange relationships. The American Marketing Association has defined marketing as "the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large." Marketing is used to create, keep and satisfy the customer. With the customer as the focus of its activities, it can be concluded that Marketing is one of the premier components of Business Management - the other being Innovation.

    Alberta (; French: [albɛʁta]) is a province of Canada. With an estimated population of 4,067,175 people as of the 2016 census, it is Canada's fourth most populous province and the most populous of Canada's three prairie provinces. Its area is about 660,000 square kilometres (250,000 sq mi). Alberta and Saskatchewan were formerly districts of the Northwest Territories until they were established as provinces on September 1, 1905.Alberta is bordered by the provinces of British Columbia to the west, Saskatchewan to the east, the Northwest Territories to the north, and the U.S. state of Montana to the south. Alberta is one of three Canadian provinces and territories to border only a single U.S. state. It is also one of only two landlocked provinces in the country. The province has a predominantly humid continental climate, with stark contrasts over a year; but seasonal temperature average swings are smaller than in areas further east, due to winters being warmed by occasional chinook winds bringing sudden warming.Alberta's capital, Edmonton, is near the geographic centre of the province and is the primary supply and service hub for Canada's crude oil, the Athabasca oil sands and other northern resource industries.About 290 km (180 mi) south of the capital is Calgary, the largest city in Alberta. Calgary and Edmonton centre Alberta's two census metropolitan areas, both of which have populations exceeding one million, while the province has 16 census agglomerations.Tourist destinations in the province include: Banff, Canmore, Drumheller, Jasper, Sylvan Lake and Lake Louise. Alberta is home to six UNESCO World Heritage Sites: the Canadian Rocky Mountain Parks, Dinosaur Provincial Park, the Head-Smashed-In Buffalo Jump, Waterton–Glacier International Peace Park, Wood Buffalo National Park, and Writing-on-Stone / Áísínai'pi.

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