Manager Patient Services FANS

Patient Services Manager

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.

The Patient Services Manager is responsible for :

• Directly supervising the day-to-day operation of patient foodservice and ensuring program service support objectives are met.
• Providing a work environment that fosters positive energy, creativity, and teamwork among colleagues across all functional areas.
• Providing operational and technical support to ensure the overall management of FANS patient foodservice programs.
• Standardizing standing operating procedures related to FANS expense management and operations for patient foodservice.
• Implementing core program systems (Menus, Food Formularies, Cleaning Practices, auditing tools, competencies, etc.)
• Ensuring 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.
• Educating with appropriate information in a format that accommodates learning style, literacy and cultural factors.
• Following clinical care policies.
• Ensuring appropriate diet modifications, restrictions nutrition support, supplements and snacks as identified by the nutritional care plan are followed and distributed.
• Developing, revising and maintaining education materials for patients, families, medical professionals as well as group and community organizations.
• Ensuring 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.
• Providing financial control for assigned areas and working with local stakeholders and the General Manager to prepare and submit program annual expense budgets.
• Participating in monthly budget reviews with the General Manager to identify variances for assigned span of control.
• Keeping the General Manager informed of issues affecting program costs, service capabilities, effectiveness and efficiencies, as well as issues noted during Performance Improvement audits.
• Presenting findings and recommendations for improvement to the General Manager.
• Meeting 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.
• Reviewing subsequent FY goals / objectives and related plans as defined by the General Manager.
• Assisting 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. Preparing Performance Improvement Plans (PIP) where necessary to resolve customer satisfaction issues and address program quality deficiencies.
• Interviewing, hiring, training, appraising, counseling, and supervising staff; handling disciplinary actions.
• Conducting line meetings, huddles and unit meetings to keep staff up to date on all key issues. Meeting all deadlines for HR related processes.
• Ensuring timely completion of annual performance appraisals; addressing colleague problems and issues related to their work or environment.
• Fostering the development of diverse teams at all levels as appropriate and outlining annual skills development, career growth opportunities, and improvement objectives with direct reports. Establishing and monitoring progress on objectives and taking the necessary actions to resolve and prevent recurring issues. Providing the coaching and counseling in cases where disciplinary action or termination is warranted.
• Following and holding direct reports accountable for following Trinity Health and THS policies and procedures.
• Managing multiple projects and tasks in a fast paced environment and possessing the ability to adapt to change.
• Demonstrating the ability to follow a project plan for major projects and meet and document milestones to determine schedule of deliverables to advance project outcomes.
• Ensuring 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.
• Ensuring 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.
• Assisting in developing patient service initiatives that enhance the overall experience and build effective patient relationships.
• Conducting and supervising 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.
• Ensuring 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.
• Ensuring meals are delivered to patients in a timely manner, processes protect food safety and service standards are followed.
• Developing long lasting partnerships with nursing leadership and staff to support patient-centered care approach. Carefully monitoring patient satisfaction by patient care areas to identify partnership opportunities.
• Ensuring 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.
• Ensuring food and supplies purchased for areas of responsibility are from approved and compliant vendors, following THS standard procurement processes. Following processes that support purchasing compliance targets.
• Ensuring formulary for supplements and nourishments is followed.
• Ensuring 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.
• Maintaining accurate and appropriate records as required, including menus as served, patient meal counts, timing of meal assembly and delivery.
• Demonstrating a cost-conscious attitude to time usage and consistently making the best use of time.
• May handle additional duties and responsibilities as needed or assigned.
• Maintaining 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 :

Physical / Mental Requirements and Working Conditions :

Trinity Hospitality Services Mission Statement :

In the spirit of our guiding behaviors, as stewards of Trinity Health, our pledge is to deliver culinary, nutritional and hospitality excellence in a compassionate