Sr. Supervisor - Patient Experience Nutrition Services - Atrium Health Cabarrus

Overview

Job Summary

The Patient Experience Supervisor will provide behavioral training and skills development to department and hospital teams. Overall, will be responsible for strategic analysis of trends and metrics involved in patient feedback to create action and communication surrounding solutions.  Patient Experience Supervisor will have positional line of authority with hourly associates. The position will have the responsibly for in the moment coaching and counseling, associate training and development, and ensure associates are delivering on the patient dining experience. This represents a unique opportunity for someone who is hands on in driving results to join a growing health care organization. In this role, you will direct and participate in all of the daily food operations for their patient meal services which is currently utilizing “Expressly For You,” a room service meal program (EFY). All candidates need to have previous leadership experience, Hospitality, and Server experience. Successful candidates will have a proven track record in exceeding customer expectations and have demonstrated excellent communication skills. The ability to interact and lead a diverse work force is required. Proficiency in Microsoft Office is essential. Participates as a member of the patient services team with primary responsibility supervising employees engaged in taking meal orders and preparing and serving food items for meals. Trains workers in methods of performing duties and schedules, and coordinates work of employees to promote efficiency of operations.

Essential Functions

Drives and fosters a culture of patient centered care and service excellence, while improving patient and family experience across the enterprise. Works with service line leaders for continuous quality improvement. Manages relationships with key players from the hospital network. 

50% - Rounds with patients, collecting detailed data regarding their experience, with a goal of improvement and patient/customer centered solutions.
10% - Ensures that individuals performing service-related tasks have the competence to do so without putting the health and safety of themselves or others at risk.

        Behaviors include: 

               Working as a team for safety 

               Communicating Effectively to Manage Safety Risks 

               Optimizing Human and Environmental Factors 

               Recognizing, respond and reporting incidents

               Adherence to all operational safety practices and protocols

               Drives a safety culture throughout the team

20% - Audits employees through rounding to ensure protocols are being followed and patient satisfaction initiatives are met. Provides training opportunities as needed.  

10% - Ensures that individuals performing service-related tasks have the competence

10% - Serves as the liaison between Support Services, nursing, and other patient care leaders to enhance patient experience outcomes.

 

Responsibilities will also include:

• Rounding with existing patients, families, and Nursing personnel 
• Collaboration with hospital clinical and administrative leadership
• Collecting, organizing, and trending data
• Communicating findings with both Nutrition Services and interdisciplinary teams
• Networking with other hospitals to identify best practices
• Some oversight of the Diet Office and supervision of Diet Office hourly staff & patient services hourly staff
• Daily patient meal rounding utilizing Service Depot, interacting with patients and nursing staff
• Identifying and implementing process improvement initiatives to increase patient satisfaction
• Ensuring food safety and sanitation compliance
• Oversee patient tray line to ensure meal accuracy   

Reporting to the Patient Experience Manager, the ideal candidate will:

• Work closely with the Clinical Nutrition
• Act as the liaison between the dietitians, nurse managers
• Work with the other Sodexo Managers with the goal of enhancing the patient experience and dinning experience
• Regularly analyze patient satisfaction data and implement additional measurements and action plans in these areas to achieve optimal unit performance
• Demonstrate excellent communication and customer service skills

 

 

• Modifies schedule to insure optimal meal service when employees are unable to report to work.
• Monitors refrigeration/freezer temperatures, dish machine temperatures and food temperatures; takes corrective action immediately when standards are not met.
• Ensures cleanliness of patient services areas and equipment.
• Performs patient service recovery and informs manager of actions taken and follow up measures needed to insure patient satisfaction.
• Performs quality checks including tray accuracy, test trays, meal rounds, and AIDET audits.
• Provides input for introductory reviews and annual performance appraisals.
• Maintains working knowledge of modified diets in use at the System.

   

Physical Requirements
Requires lifting 50 pounds maximum, with frequent lifting and/or carrying of objects weighing up to 25 pounds. Repetitive motions such as turning, bending, lifting, pushing, pulling and twisting. Standing for extensive periods of time and extensive walking required.

Education, Experience and Certifications

High school diploma or GED or equivalent experience and training.