Customer Service

Date & Time:  June 4, 2014* 9AM Pacific— 10AM Mountain— 11AM Central— Noon Eastern

Description: Our presenters will cover how to engage the workforce and align their behaviors and actions to drive quality, patient-centered care.  The webinar will demonstrate a model that can be applied to any scenario in business to achieve your desired objectives.  Transparent leadership and employee empowerment will also be discussed and a few examples will be shared of the outcomes that can be achieved through this leadership approach.

Presenter: The presenters will be Jordan Little and Matt Marchbanks.  Jordan is the General Manager of Sodexo Services for Faxton St. Luke’s Healthcare (FSLH). Matt is the  District Manager Senior Services Sodexo Services.

Jordan Little, General Manager

Jordan is the General Manager of Sodexo Services for Faxton St. Luke’s Healthcare (FSLH). In this position, Little oversees Nutrition, Environmental, Linen and Transport Services and the Service Response Center.  Prior to his new position, Little was the General Manager of Hospitality Services at FSLH.  Little came to Sodexo from Outback Steakhouse in Pittsburgh, PA where he was a Kitchen and Front of the House Manager. Little received his bachelor’s degree in Business Management from SUNY Empire State College and is a member of the American Hospital Association and is CHESP (Certified Healthcare Environmental Services Professional) and ServSafe certified.

Matt Marchbanks, District Manager

Matt has been a leader in cultural transformation and customer service for over 25 years.  Matt got his start in the Hospitality Industry as a Chef for Walt Disney World, where he opened MGM Studios and worked in multiple pavilions in Epcot.  After leaving Disney, Matt traveled to different areas of the country with several large hotel chains as a Food and Beverage Director and was tasked with opening new business and renovating existing restaurants. Matt joined Sodexo/Marriott in 1995 as an Executive Chef for Finger Lakes Health and moved to Faxton-St. Luke’s Healthcare in 1997.  As a General Manager, with his passion for team building and operational excellence, Matt grew Sodexo’s services into a multiservice account.  During his time at FSLHC, the organization implemented Relationship Based Care (RBC) as their Patient Care Delivery Model and acted as co-facilitator during the system wide implementation. With his team focusing on culture and a patient centered model, during Matt’s tenure his account produced 3 National CARES winners.  Matt also played an integral role in the development of the national relationship between Sodexo and Creative Healthcare Management. In addition, Matt led the HCAHPS team for FSLHC, was a graduate of the inaugural HIPO class, as well as a Sub Team Leader for the national HR Task Force.  Matt as the District Manager for Senior Services and covers New York State.  Matt is a Master Certified Food Executive through the International Food Service Executive Association.

Handout: Customer Service Presentation