OverviewAbout the RoleThe Manager Patient Food Services reports to the Assistant Director of Food and Nutrition. The Manager Patient Food Services will assist the Food Service Director in all aspects of the patient dining in the Food & Nutrition Services Department. The Manager will manage the day-to-day operations of patient dining, help to develop a patient first concept, and train staff in patient services to ensure the highest level of patient satisfaction and good public relations through the safe and efficient use of resources. The Manager will perform a variety of duties to include the planning and supervision of patient food assembly and service, scheduling, hiring, dismissal, and training of tray line, and hospitality personnel.
ResponsibilitiesWhat You'll Do- Processes are patient centered by actively contributing to creating a friendly, welcoming, and safe environment for UH customers; driving collaboration with leadership, including physicians; organizing and monitoring operations to accommodate and respond to patient needs, concerns, and complaints within 24-48 hours; continuously displaying a "can do" attitude; monitoring and analyzing patient satisfaction data; acting as a role model for Service Excellence; maintaining professional composure during stressful situations; ensuring customer service scores meet/exceed targets; and ensuring all staff demonstrates respect for patient rights and commitment to the uniqueness of the individual patient.
- Establishes goals and oversees implementation of patient food services needs based upon medical direction, patient population, and contract, while complying with dietary restrictions on special or modified diets to ensure optimal food preferences are met within guidelines of diet order limitations.
- Hires, leads, directs, coaches, trains, and develops patient services team members and ensures staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.
- Complies with regulatory agencies, including federal, state, and Joint Commission requirements as evidenced by successful completion of surveys with no deficiencies, and follows facility, department, and UH safety policies and procedures, including occurrence reporting.
- Visits patients in nursing units and helps ensure that every patient is visited by a member of the management or professional team at least once during their hospital stay; ensures patient services staff assists in achieving stated patient satisfaction goals; and monitors and ensures compliance, progression, and follow-up of patient satisfaction initiatives.
- Participates in facility-wide and department Performance Improvement Programs and teams, attends departmental meetings, staff development and professional programs, works closely with the management team to reach operational goals, and collaborates in the development of annual goals and objectives, operating and capital budgets, and continuous performance improvement standards and processes.
- Participates in the planning, coordination, and supervision of the delivery of nutrition services to all inpatient units and admissions to the Emergency Department, and maintains, monitors, and updates the dietary electronic patient food service system (CBORD) to ensure efficient and accurate processing of patient menus, trayline tickets, nourishments, enteral feedings, special patient satisfaction initiatives, system upgrades, and interfaces with hospital electronic supporting systems.
- Understands and adheres to University Hospital's compliance standards as outlined in the Corporate Compliance Policy, Code of Conduct, and Conflict of Interest Policy; keeps abreast of all pertinent federal, state, and University Hospital regulations, laws, and policies as they exist and change; and performs other related duties as assigned.
QualificationsWhat You'll Bring- Bachelor's Degree in Nutrition, Business Administration or Hospitality required.
- Three (3) years of experience in a Food and Nutrition Services environment in a lead/management capacity.
- Registered Dietitian Nutritionist or Certified Dietary Manager or Enrollment in an accredited Dietary Managers Association Program and certified within one (1) year of hire required.
- Thorough knowledge of therapeutic diets and automated C-BORD Diet Office management system is mandatory for this position. Certificate is required or must obtain ServSafe Food Protection Certification within the first six (6) to twelve (12) months of employment and maintained throughout employment.
- Computer proficiency in Microsoft Office Applications (Word, Excel, Outlook) and web. Strong verbal and written communication skills required. Ability to work effectively under pressure and meet standards and time demands. Ability to guide others in understanding guest service principles as it pertains to patients.
- Strong leadership skills with the ability to supervise and train employees. Additional related experience may be substituted for the degree requirements on a year-for-year basis.
What We Offer- Paid Time Off (PTO)
- Medical & Prescription Drug Coverage
- Dental & Vision Insurance
- Health Savings Account (HSA) & Flexible Spending Account (FSA)
- Short- & Long-Term Disability Insurance
- Pension Plan
- Pet Insurance
- Employee Assistance Program (EAP)
- Professional Development
Compensation The expected salary range for this position is $81,697.00 - $122,545.00 per hour, in accordance with the New Jersey Pay Transparency Law; final compensation will be commensurate with experience and qualifications.
