Patient Services Director

3 days ago

Lockport, New York, United States Trinity Health Full time
Job Title: Patient Services Manager

Job Summary:

We are seeking a highly skilled and experienced Patient Services Manager to join our team at Trinity Health. As a key member of our Food & Nutrition Services Department, you will be responsible for overseeing the daily operations of our patient food service unit, ensuring the highest level of quality, safety, and customer satisfaction.

Key Responsibilities:

  • Directly supervise and coordinate the activities of local RHM supervisors and staff
  • Develop and manage preliminary program budgets in collaboration with the FANS General Manager
  • Assist in the implementation of effective cost reduction plans and processes
  • Ensure cost reduction targets and productivity improvement objectives are met
  • Lead by exemplifying the mission, vision, and values of Trinity Health and the Regional Health Ministry
  • Ensure THS standards, guidelines, and approved technology are used to support department operations
  • Develop and implement core program systems, including menus, food formularies, cleaning practices, and auditing tools
  • Assure that dietitians, diet office, tray assembly, and tray delivery staff are properly supported and have the tools they need to accomplish their job duties
  • Develop, revise, and maintain education materials for patients, families, medical professionals, and group and community organizations
  • Ensure quality and financial objectives stay on course and drive initiatives with the team to contribute to Department, THS, and RHM program short and long-term operational excellence
  • Participate in monthly budget reviews with the General Manager to identify variances for assigned span of control
  • Present findings and recommendations for improvement to the General Manager
  • Meet with direct reports and support staff to review overall operations goals/objectives, address shortfalls, and open issues, and encourage open dialogue for suggested process improvements
  • Conduct line meetings, huddles, and unit meetings to keep staff up to date on all key issues
  • Ensure timely completion of annual performance appraisals and address colleague problems and issues related to their work or environment
  • Foster the development of diverse teams at all levels and outline annual skills development, career growth opportunities, and improvement objectives with direct reports
  • Establish and monitor progress on objectives and take necessary actions to resolve and prevent recurring issues
  • Provide coaching and counseling in cases where disciplinary action or termination is warranted
  • Manage multiple projects and tasks in a fast-paced environment and possess the ability to adapt to change
  • Ensure ongoing effective quality improvement programs within the span of control, inclusive of foodborne illness, safety, and infection control
  • Ensure all aspects of patient foodservice operations, including tray assembly, tray delivery, call center, and other patient services functions, are completed in a compliant, optimal, and efficient manner that ensures patient satisfaction
  • Develop long-lasting partnerships with nursing leadership and staff to support patient-centered care approach
  • Ensure 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
  • Ensure food and supplies purchased for areas of responsibility are from approved and compliant vendors, following THS standard procurement processes
  • Maintain accurate and appropriate records as required, including menus as served, patient meal counts, timing of meal assembly and delivery

Requirements:

  • 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
  • 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
  • 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
  • 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.

Trinity Health Mission Statement:

We serve together in Trinity Health, in the spirit of the Gospel, to heal body, mind, and spirit, to improve the health of our communities, and to steward the resources entrusted to us.

Guiding Behaviors:

We support each other in serving our patients and communities. We communicate openly, honestly, respectfully, and directly. We are fully present. We are all accountable. We trust and assume goodness in intentions. We are continuous learners.

Commitment to Diversity and Inclusion:

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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