Manager Patient Services Food & Nutrition (Full Time, Days)

Job Summary

Responsible for planning, organizing, and directing diverse personnel in a room-service model food service operation which include patient call center, tray line assembly, and tray delivery. Responsible for implementing initiatives to drive employee engagement and patient/family satisfaction. Supervise room service in the preparation and serving of food items in a healthier and appealing manner. Ensures cleanliness, quality product, and service for patients, employees, patients, and families. Ensures customer satisfaction and good public relations are achieved through the safe and efficient uses of resources.  Complies with food and safety regulations for patient services at the federal, state, and institutional level.

Job Specific Duties

• Trains and determines work schedules for direct reports. Interviews and hires employees, evaluates performance, and resolves staff concerns. Conducts staff daily huddles.
• Evaluates and manages the function and structure of food & nutrition services. Ensuring expectations and regulatory standards are being appropriately monitored and adhered.
• Develops and oversees goals/action plans that meet and exceed established patient expectations. Oversees function of CBORD application to ensure accurate, timely, and safe delivery of patient meals.
• Evaluates the production, safe handling, and quality of patient food to ensure consistent with institutional policy for quality food service. Performs QA with test tray completion and takes action.
• Evaluates, develops, and ensures the provision of ongoing training and development for staff and ensure consistent with operational and strategic needs of the client and NCHS.
• Communicates customer service evaluation mechanisms to ensure ongoing information is retrieved and evaluated for improvement purposes.
• Complies with federal and state guidelines as evidenced through internal and external audits.
• Visits patients on an assigned nursing unit or area. Ensure patient is visited by a member of the management or professional team at least once during their hospital stay.
• Ensures staff assists in achieving stated patient and customer satisfaction goals.
• Ensures staff follows ServeSafe protocols for food prep and delivery based on state agencies.
• Provides timely mentoring, coaching, and intervention to staff. Ensures quality of family experience, fosters staff empowerment, open communication, leads, and guides staff to build an engaged team.
• Manages, develops, and prepares menus according to sound dietary principles. Coordinates patient menus along with other F&N Managers.
• Manages patient service area and team regarding production, patient meal delivery, quality, and cost control are within the standards for food production, temperature, and portion.
• Ensures food is of superior quality by monitoring delivery from preparation to presentation. Establishes standards based on changes, guidelines, and holds staff accountable.
• Provides input towards operation strategies, budgets, and plans as well as improvement of work management processes. Completes necessary records in a timely and accurate fashion according to established standards and within the shift.
• Conducts random test tray audits according to leadership schedule and follows up with all outcomes within 24 hours timeframe. Scores at least 60% satisfaction on initial Nursing Satisfaction Survey.
• Continuously evaluate operations and implement process improvements that reduce or eliminate waste and increase efficiency, quality, safety, satisfaction, and cost-effectiveness. Promote and practice cost containment.
• Conduct patient visits when complaints are reported to perform service recovery actions. Ensure concerns are addressed promptly, provide feedback on the issue, and communicate updates on the incident report (RL) solutions

Minimum Job Requirements

• Bachelor's Degree in Nutrition, Hospitality Services, Culinary Arts, Hotel Management, Business Administration, or related field  
• Active ServSafe Certification within 30 days of hire
• 4-7 years of experience working in a healthcare food services environment

Knowledge, Skills, and Abilities

• Knowledge of Spanish preferred.
• Certified Dietary Manager (CDM) preferred.
• Experience in Microsoft Office Excel, Scheduling Software, and Clarivia software preferred.
• Able to use judgment and initiative in planning work programs.
• Ability to relate cooperatively and constructively with customers, peers, subordinates, and hospital personnel.
• Knowledge in use of computers and ability to learn appropriate software application(s).
• Knowledge of DNV, ACHA, and federal/state cleanliness; and sanitation requirements.
• Ability to effectively coach and mentor subordinates.
• Able to interpret, adapt to, and react calmly under stressful conditions.
• Able to track budget variances, assess productivity, and establish productivity standards.
• Able to use logical and analytical thinking to interpret technical data and solve a broad range of problems.