Nutrition Representative Lead

Seattle Children's Hospital•Seattle, WA

About The Position

The Nutrition Representative Lead performs lead responsibilities for the Patient Services team, supervising Nutrition Representatives’ day-to-day workflow to ensure outstanding customer service and a high-quality food service experience for patients and families. Leads must be trained and work in at least two department areas: Catering, Delivery, Assembly, and Call Center. The role oversees team members’ use of electronic health records, software, and technological devices to provide nutrition services in inpatient and outpatient settings. This includes processing meal payments using mobile payment options and credit-card equipment, managing the electronic till, and helping resolve or escalate customer concerns. Leads provide patients with information about diet orders and use customer service and problem-solving skills in their work. Leads orient and train new staff, coach peers, and help the team follow standard work consistently and accurately. They may also take on additional assignments or projects, such as scheduling coordination or process improvement, while maintaining proficiency in Nutrition Representative duties. Other related tasks may be required.

Requirements

High school diploma or equivalent experience.
Four years of food service, customer service, or relevant experience, or completion of a four-year undergraduate dietetics or similar health sciences degree program.
Two years of solid performer or above experience in the department, or previous leadership experience in food service or retail.
Demonstrated participation in Continuous Process Improvement activities.
Proven excellence in customer service with patients, families, and staff.
Intermediate computer skills.
Ability to work cross-functionally across multiple roles.
Washington State Food and Beverage Service Worker’s Permit, or ability to obtain it within one month of employment.

Nice To Haves

Pediatric or previous hospital experience.
Leadership experience in a healthcare position.
Significant experience in a fast-paced customer service environment.
Call center or similar customer service experience.
Bilingual ability.
College-level coursework.

Responsibilities

Supervise Nutrition Representatives’ day-to-day workflow and support excellent service for patients, families, and visitors.
Work in at least two of the following areas: Catering, Delivery, Assembly, and Call Center.
Oversee proper use of electronic health records, software, and technological devices by Patient Services team members.
Support nutrition services in inpatient and outpatient settings.
Process meal payments using mobile payment options and credit-card equipment, and manage the electronic till.
Resolve or escalate customer concerns and provide patients with information about diet orders.
Orient and train new staff, coach peers, and help team members consistently and accurately follow standard work.
Take on additional work or projects, such as scheduling coordination or process improvement, while maintaining proficiency in Nutrition Representative skills.
Perform related tasks as required.