Patient Services Manager

at Elior North America in Seaford, Delaware, United States

Job Description

Position Summary

The Patient Services Manager oversees the complete patient menu and meal delivery process to ensure the highest quality of all service standards is achieved. They serve as our patient advocate and customer service specialist in all matters involving patient and family interactions. Ultimate goal is to ensure the processes for the patients are adequately performed to deliver great food and customer service. Assumes leadership responsibility for the department in the absence of the General Manager or Resident District Manager.

Key Accountabilities:

+ Visits all units frequently to assess patient and staff satisfaction levels with services.

+ Develops and maintains a visible and working presence on all units with multidisciplinary staff to foster ongoing constructive feedback.

+ Communicates freely and frequently with client Clinical Team to ensure their concerns and orders are being sufficiently followed for the patients.

+ Performs formal satisfaction survey at least quarterly to measure patient, customer satisfaction and quality outcomes. Works to improve the outcomes.

+ Monitors patient-related costs and meets with Food Service Director or General Manager to review.

+ Ensures all costs for service provisions are provided within budget, which may include processing invoices, inventory and daily meal counts as required, and reviewing financial performance at least monthly with the Food Service Director or General Manager.

+ Ensures high quality, good tasting and well-presented foods are served in all areas with special focus on patient meal service areas.

+ Oversees menu entry systems for accuracy and timely information flow.

+ Develops and coordinates menus to meet patient preference, seasonal objectives and cost standards.

+ Assists in monitoring production sheets, recipes, order books, temperature logs, and all other quality assurance systems. Monitors systems to verify utilization and compliance.

+ Oversees enteral and parenteral nutrition ordering, preparation and provision to maintain secure and adequate supplies.

+ Maintains all meal service counts and records.

+ Enforces safety standards with team members. Ensures safety problems are corrected to prevent staff injuries.

+ Ensures sanitation standards are enforced. Develops and implements routine cleaning procedures for all areas of responsibility.

+ Ensures security of storage areas, computer equipment, and department cash on hand.

+ Ensures that team members understand and follow proper HACCP and infection control standards.

+ Understands and enforces all Department of Health, Joint Commission, and Federal CMS standards with team members and throughout the department.

+ Works weekends, and other shifts as assigned to ensure the delivery of high quality meals during all meal service periods.

+ Oversees staff supervision making sure that all team members are adequately performing their jobs with emphasis on adhering to quality standards.

+ Communicates to staff regularly, both formally and informally, holds team meetings frequently to ensure staff awareness.

+ Oversees team member scheduling and staffing plans to ensure adequate coverage of all department areas.

+ Orients and trains new staff to ensure competence in job performance.

+ Adheres to the human resource policies and procedures of the facility. Treats team members with fairness and respect.

+ Participates in hiring and performance appraisals and discipline of team members.

+ Serves as a role model for team members by maintaining standards for appearance, dress, attendance, as well as professional behavior.

+ Maintains a plan for self-development and professional growth.

+ Other duties as assigned.

Minimum Requirements:

+ Dietetics or Hospitality Management degree preferred or equivalent related job experience.

+ Minimum of 3 years’ of supervisory experience in an acute care/healthcare environment preferred; preferably in patient and resident services.

+ Comfortable interacting with patients in an acute care setting.

+ Strong planning and organizing skills to consistently meet deadlines.

+ Strong interpersonal, communications and leadership skills.

+ Demonstrated experience in supervising large staff required.

+ Strong financial, budgetary, accounting and computational skills.

+ Proficient computer skills to include Microsoft Office programs, menu management systems, and hospital systems.

Working Conditions:

+ Must be able to remain standing for most of working hours.

+ Must be able to lift at least 35 pounds.

+ Must be able to perform respective tasks.

+ Must be able to work flexible hours and days.

+ May be exposed to hot, humid work areas.

+ May be exposed to sharp instruments and power driven equipment.

+ May be exposed to caustic chemicals.

About Elior NA

Elior North America enhances people’s lives through culinary innovation and a commitment to providing exemplary service. Our family of companies, with more than 18,000 employees, provides food services and catering to over 1,500 client accounts in five industry segments across the continental United States. We are proud to be the fifth largest culinary management company in the country and excited to be the fastest growing organization in the industry.

We focus on three ingredients for success to differentiate Elior from our competitors and position our company as a disruptor in the markets we serve. To support our ingredients for success and drive our mission and values, we need talented team members throughout our family of companies.

Do you have what it takes to be a part of the company that is, " Small enough to care…and…Big enough to make a difference"?

View video about Elior North America here (

Elior North America is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Job Posting: JC214057167

Posted On: May 20, 2022

Updated On: Jun 03, 2022