Supervisor, Patient Food Service

OHSU is Oregon’s only public academic health center. We are a system of hospitals and clinics across Oregon and southwest Washington. We are an institution of higher learning, with schools of medicine, nursing, pharmacy, dentistry and public health – and with a network of campuses and partners throughout Oregon. We are a national research hub, with thousands of scientists developing lifesaving therapies and deeper understanding. We are a statewide economic engine and Portland’s largest employer. And as a public organization, we provide services for the most vulnerable Oregonians, and outreach to improve health in communities across the state.

FNS Supervisors are responsible for 24 hour a day/ 365 days a year oversight of operation assigned.

FNS Supervisors manage operations with aggregate budgetary responsibilities/expenditures of;

• $1.5 to $3 million in annual revenue or more
• Supervise staff producing 1000-1200 patients meals per day in a room service model
• Directly supervise large numbers of employees (typically up to 30 hourly team members)

Responsibilities include (but are not limited to);

• Direct in unit supervision of operations, Patient and Retail Services, on a continual basis. Assuring the highest standards of customer service, cleanliness, food quality and operatione xcellence.
• Developing schedules and work outlines for hourly staff. Classifications of staff include: Food Service Workers, Meal Service Associates, Call Center Communication Specialists.
• Interviewing and hiring new employees, training, disciplinary action as needed in accodance with institutional standards and collective bargaining agreement, organizing employees and assigning duties.
• Supervising meal periods, monitoring guest service levels. Supervise all aspects of Patient Room Service Program.
• Conducting employee evaluations.
• Monitoring Occupational Safety and Health Administration guidelines, ensuring compliance with county and state health department rules and regulations, enforcing and monitoring Hazard Analysis and Critical Control Point food safety and sanitation program.
• Implementing special projects and supporting planned events.
• Monitoring departmental costs and taking corrective action when needed. Developing new business concepts (includes business planning, design, menu development).

Operational Functions:

• Direct in unit supervision of operations on a continual basis. Assuring the highest standards of patient/customer service, cleanliness, food quality and operation excellence. Supervises meal periods. Checks to ensure HACCP and other quality control checks are followed. Supervises food line and grab and go items. Supervises cash handling and point of sale transactions.
• Manages and oversees a team of remote call center agents. 
• Motivates and supports agents through feedback and communication. 

Administrative Functions:

• Follows procedures for providing training, making schedules, and providing documentation for disciplinary actions and performance reviews. Prepares required reports and presents to management as needed. Develops and implements programs that facilitate and/or improve operations. Presents a positive role model for employees at all times.
• Measures expectations like inbound calls, calls waiting, and call abandonment. 
• Tech savvy with knowledge of relevant computer programs and telephone equipment     

Hospitality/Customer Service Functions:

• Demonstrates exceptional patient/customer service at all times. Assesses patient/customer satisfaction during mealtimes by visiting with patients/guests. Leads the team to provide a memorable patient/guest experience. Develops and monitors supervisory rounding of all operational facilities.

General Functions:

• Follows standards for merchandising, stocking, rotating and storing products. Works with management to develop new business opportunities. Supports sustainability efforts of Food & Nutrition Services by fully participating in the recycling program.
• Ability to remain calm and respectful under pressure 
• Fulfills responsibilities to the organization through performance that promotes the service excellence philosophy. Performs requirements for department managers as outlined in "Compliance Roles and Responsibilities in OHSU Hospitals and Clinics."

• High school diploma /GED
• Minimum of 5 years lead or supervisory experience working in customer service or call center
• Current ServSafe certification or equivalent

Job Related Knowledge, Skills and Abilities (Competencies):

• Good understanding of budget and forecasting, Cost of Goods sold (COGS), labor cost, hiring, and discipline of employees, customer service, menu development and leadership. Must have the ability to communicate with patients, staff, visitors, and all levels of management. 

• Bachelor’s Degree or Masters
• 5-8 years for food service, retail, or healthcare supervisory experience.
• Previous experience in creating budgets, forecasts, customer service, hiring and discipline of employees as well as prior work with union contracts. Knowledge of therapeutic menus for patients.

Exposure to a variety of food products, restaurant grade chemicals, heat, cold and loud noise. Exposure to a large amount of people on a daily basis. Must be able to work long hours as needed and be available on an on-call basis. This position works days, evenings, weekends, and holidays as needed.