Patient Services Manager

Employment Type: Full time, Day Shift

About the Role

Functions as the Patient Services Manager responsible for the direct supervision of local RHM supervisors and/or staff and coordination of the patient foodservice unit of the Regional Health Ministry's (RHM) Food & Nutrition Services (FANS) Department. The Patient Services Manager is responsible for successfully coordinating and directing all activities within the patient foodservice unit of the department. Assists in development and management of preliminary program budgets in collaboration with the FANS General Manager. Assists the General Manager with implementation of effective cost reduction plans and processes that support Trinity Health and RHM FANS goals, objectives, strategies, policies, and procedures. Ensures cost reduction targets and productivity improvement objectives are met while cultivating service/product quality and patient satisfaction.

Responsibilities

• Directly supervises the day-to-day operation of patient foodservice and ensures program service support objectives are met.
• Provides a work environment that fosters positive energy, creativity, and teamwork among colleagues across all functional areas.
• Provides operational and technical support to ensure the overall management of FANS patient foodservice programs.
• Standardizes standing operating procedures related to FANS expense management and operations for patient foodservice.
• Implements core program systems (Menus, Food Formularies, Cleaning Practices, auditing tools, competencies, etc.).
• Ensures dietitians, diet office, tray assembly, and tray delivery staff are properly supported and have the tools needed to accomplish their job duties.
• Educates with appropriate information in a format that accommodates learning style, literacy, and cultural factors; follows clinical care policies.
• Ensures appropriate diet modifications, restrictions, nutrition support, supplements, and snacks as identified by the nutritional care plan are followed and distributed.
• Develops, revises, and maintains education materials for patients, families, medical professionals, as well as group and community organizations.
• Ensures quality and financial objectives stay on course and drives initiatives with the team that contribute to Department, THS, and RHM program short and long-term operational excellence.
• Provides financial control for assigned areas and works with local stakeholders and the General Manager to prepare and submit program annual expense budgets.
• Participates in monthly budget reviews with the General Manager to identify variances for assigned span of control.
• Keeps the General Manager informed of issues affecting program costs, service capabilities, effectiveness, and efficiencies, as well as issues noted during Performance Improvement audits.
• Meets with direct reports and support staff to review overall operations goals/objectives, address shortfalls, and encourage open dialogue for suggested process improvements.
• Assists the General Manager in developing and administering Program Quality Evaluations and reviews Patient Satisfaction Survey scores for discrepancies and overall customer satisfaction.
• Prepares Performance Improvement Plans (PIP) where necessary to resolve customer satisfaction issues and address program quality deficiencies.
• Interviews, hires, trains, appraises, counsels, and supervises staff; handles disciplinary actions.
• Conducts line meetings, huddles, and unit meetings to keep staff up to date on all key issues.
• Ensures timely completion of annual performance appraisals; addresses colleague problems and issues related to their work or environment.
• Fosters the development of diverse teams and outlines annual skills development, career growth opportunities, and improvement objectives with direct reports.
• Manages multiple projects and tasks in a fast-paced environment and adapts to change.
• Ensures ongoing effective quality improvement programs within the span of control, inclusive of foodborne illness, safety, and infection control.
• Ensures all aspects of patient foodservice operations (tray assembly, tray delivery, call center, etc.) function in a compliant, optimal, and efficient manner that ensures patient satisfaction.
• Assists in developing patient service initiatives that enhance the overall experience and build effective patient relationships.
• Conducts and supervises meal-hour rounds, assigns/trains staff, compiles/reports results, and communicates opportunities to the FANS leadership team.
• Ensures tray assembly is completed in a timely manner, trays follow pre-planned maps, and meals are attractive and appealing.
• Ensures meals are delivered to patients in a timely manner, processes protect food safety, and service standards are followed.
• Develops long-lasting partnerships with nursing leadership and staff to support a patient-centered care approach.
• Monitors patient satisfaction by patient care areas to identify partnership opportunities.
• Ensures safe conditions and procedures are followed to minimize/eliminate workers' compensation claims.
• Ensures food and supplies purchased are from approved and compliant vendors, following THS standard procurement processes.
• Ensures formulary for supplements and nourishments is followed.
• Ensures all patient menus are reviewed at least annually and adjusted according to patient/customer preference, THS standards, and that Nutrient Analysis is accurate.
• Maintains accurate and appropriate records as required, including menus as served, patient meal counts, timing of meal assembly, and delivery.
• Handles additional duties and responsibilities as needed or assigned.
• Maintains a working knowledge of applicable Federal, State, and local laws/regulations, Trinity Health Integrity and Compliance Program, and Code of Conduct.

Requirements

• BA or BS degree preferred in institutional management, dietetics, or equivalent degree with a minimum of three years progressive experience in healthcare foodservice management.
• Or an equivalent combination of education and work experience such as Certified Dietary Manager certification (CDM) and at least 5 years progressive supervisory/management experience.
• Registered Dietitian preferred.
• Ability to work effectively in a diverse, collaborative, and team-oriented culture.
• Ability to develop methodologies for collecting and analyzing relevant data; audit program processes; monitor quality; identify problems and their root causes; and make recommendations for improvement.
• Excellent leadership, analytical, organizational, planning, delegation, coaching, and communication (verbal, written, and interpersonal) skills.
• Proficiency in computer skills (MS Word, Excel, Outlook, PowerPoint).
• Continuous improvement mindset and ability to challenge conventional thinking at all levels of the organization.
• A personal presence characterized by honesty, integrity, and caring with the ability to inspire and motivate others.
• Ability to be a self-starter and independent worker able to manage multiple conflicting priorities and demands.
• Ability to delegate responsibilities effectively and provide regular follow-up to ensure objectives are met.

Working Conditions

Works in a well-lighted, well-ventilated area. Frequently exposed to normal food service conditions such as noise, heat, and humidity.

Pay

Pay Range: $66,309 - $99,464 per year. Actual compensation will fall within the range but may vary based on factors such as experience, qualifications, education, location, licensure, certification requirements, and comparisons to colleagues in similar roles.