Patient Services Manager East Region

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Job description

Employment Type:

Full time Shift:

Description: Position is based on East Coast

POSITION PURPOSE

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. Ensures the General Manager and staff are appropriately kept abreast of issues or problems impacting program efficiencies and effectiveness. Attracts, develops and trains talent to ensure program quality, sustainability, long-term growth, and development. Leads by exemplifying the mission, vision and values of Trinity Health and the Regional Health Ministry. Ensures THS standards, guidelines and approved technology are appropriately and effectively used to support the department operations.

ESSENTIAL FUNCTIONS

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, supports and endorses senior leadership decisions, goals, objectives, and strategies.

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.

• Standardization of standing operating procedures related to FANS expense management and operations for patient foodservice.
• Implementation of core program systems (Menus, Food Formularies, Cleaning Practices, auditing tools, competencies, etc.)

Assures that dietitians, diet office, tray assembly and tray delivery staff are properly supported and have the tools they need in order 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 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. Presents findings and recommendations for improvement to the General Manager.

Meets with direct reports and support staff, as required, to review overall operations goals/objectives, to address shortfalls and open issues, and to encourage open dialogue for suggested process improvements. Reviews subsequent FY goals/objectives and related plans as defined by the General Manager.

Assists the General Manager to develop and administer Program Quality Evaluations and reviews Patient Satisfaction Survey scores for discrepancies and overall customer satisfaction for patient foodservice. 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. Meets all deadlines for HR related processes.

Ensures timely completion of annual performance appraisals; addresses colleague problems and issues related to their work or environment. Fosters the development of diverse teams at all levels as appropriate and outlines annual skills development, career growth opportunities, and improvement objectives with direct reports. Establishes and monitors progress on objectives and takes the necessary actions to resolve and prevent recurring issues. Provides the coaching and counseling in cases where disciplinary action or termination is warranted.

Follows and holds direct reports accountable for following Trinity Health and THS policies and procedures.

Manages multiple projects and tasks in a fast paced environment and possesses the ability to adapt to change. Demonstrates the ability to follow a project plan for major projects and meet and document milestones to determine schedule of deliverables to advance project outcomes.

Ensures there are ongoing effective quality improvement programs within the span of control, inclusive of food borne illness, safety and infection control in the appropriate areas of the department.

• Ensures all aspects of patient foodservice operations including, but not limited to, tray assembly, tray delivery, call center and other patient services 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, assigning/training staff, compiling/reporting results of rounds and communicating opportunities identified to the rest of FANS leadership team to assist in operational improvements.

• Ensures tray assembly is completed in a timely manner, trays follow pre-planned map, photos and other tools are used to assist in following plating guidelines and patient meals are attractive, appealing and convenient for the patient. 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 patient-centered care approach. Carefully monitors patient satisfaction by patient care areas to identify partnership opportunities.

Ensures safe conditions and procedures are followed at all times to minimize/eliminate workman's compensation claims and create a safe working environment for all Food & Nutrition colleagues.

Ensures food and supplies purchased for areas of responsibility are from approved and compliant vendors, following THS standard procurement processes. Follows processes that support purchasing compliance targets. 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 and updated as needed.

Maintains accurate and appropriate records as required, including menus as served, patient meal counts, timing of meal assembly and delivery.

Demonstrates a cost-conscious attitude to time usage and consistently makes the best use of time.

May handle additional duties and responsibilities as needed or assigned.

Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

BA or BS degree preferred in institutional management, dietetics or equivalent degree with a minimum of three years progressive experience in the field of 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; to audit program processes; monitor quality; identify, problems and their root causes, and make recommendations for improvement.

Excellent leadership, analytical, organizational, planning, delegation, coaching, communication (verbal, written and interpersonal), and computer (MS Word, Excel, Outlook, PowerPoint) skills; with a continuous improvement mindset and ability to challenge conventional thinking at all levels of the organization.

A personal presence characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

Ability to be a self-starter and independent worker able to manage multiple conflicting priorities and demands.
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