Patient Services Manager

About the role

Mount Sinai Medical Center, South Florida's largest private independent not-for-profit hospital, has served its diverse community since 1949. With 12 facilities across Miami-Dade and Monroe Counties, a 674-bed main campus, and 38 medical services including cancer care, 24/7 emergency care, orthopedics, and cardiovascular care, Mount Sinai employs over 4,000 dedicated professionals committed to clinical excellence, innovation, education, and research. This position is within the Nutrition and Food Services department.

Responsibilities

• Oversee patient dining services, food safety compliance, and service quality across assigned area of responsibility.
• Ensure full compliance with The Joint Commission standards (Environment of Care, Infection Prevention, Life Safety), Centers for Medicare & Medicaid Services (CMS), and Accreditation Commission for Health Care (ACHC) requirements.
• Maintain accurate daily and monthly records for temperatures, sanitation, preventive maintenance, and required operational documentation.
• Ensure all equipment in patient service areas is operational and maintained; initiate timely repair or replacement requests as needed.
• Manage retherm processes and Aladdin system procedures to ensure safe and efficient meal delivery.
• Monitor the quality of patient meals and identify trends and opportunities for continuous improvement.
• Respond promptly and effectively to patient concerns, complaints, and service recovery needs.
• Coordinate patient meal service enhancements, including holiday and special event amenities.
• Collaborate with nursing and interdisciplinary teams to ensure high-quality, patient-centered service delivery.
• Ensure in-unit food supply charges are processed accurately and timely, and that supplies are delivered and managed in accordance with hospital policies and procedures.
• Maintain effective communication with departmental leaders to ensure adequate inventory levels of patient menu items and supplies.
• Oversee daily patient dining operations and ensure consistent service standards across all assigned areas.
• Ensure the use of established systems to track, manage, and validate staff competencies, including platforms such as Pineapple Academy, Jolt, CBORD (including tablet-based modules), and Volt, to support compliance, training completion, and ongoing staff development.
• Lead, coach, and develop patient services and utility staff to ensure high performance and engagement.
• Coordinate staffing schedules to align with approved FTE levels, productivity standards, and overtime targets.
• Maintain strong leadership presence to support daily operations and staff needs.
• Ensure timely completion of performance evaluations, competencies, and mandatory education requirements.
• Foster a positive work environment, with employee satisfaction reflected in surveys and feedback mechanisms.
• Communicate operational issues clearly and promptly to department leadership and take immediate action on improvement opportunities.
• Analyze team performance and service outcomes; develop and implement action plans to drive improvement.
• Serve as a liaison between Food & Nutrition Services, nursing, and other departments to ensure seamless patient dining operations.
• Attend required meetings, committees, and interdisciplinary forums.
• Ensure consistent participation in daily team huddle sessions and the completion of timely, accurate follow-up documentation as required.
• Manage the use of systems such as CBORD, Jolt, and Volt phone systems to support efficient communication and operational workflows.

Qualifications

License/Registration/Certification

• Current ServSafe Certification required
• Six Sigma Yellow Belt required
• Six Sigma Black Belt preferred (ASQ)

Education

• Bachelor's degree in Food & Nutrition, Hospitality, Healthcare Administration, or related field preferred
• Certified Dietary Manager (CDM) credential through the Certifying Board for Dietary Managers required (or eligibility to obtain within a defined timeframe)

Experience

• 3–5+ years of progressive leadership experience in healthcare food service or hospitality operations
• Experience with food service systems and technologies (e.g., CBORD) preferred

Benefits

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions