Patient Services Manager

Mount Sinai Medical Center•Miami Beach, FL

11d

About The Position

The Patient Services Manager oversees patient dining services, food safety compliance, and service quality across assigned areas. The role ensures compliance with applicable Joint Commission, CMS, and ACHC requirements; accurate operational records; and the maintenance of equipment in patient service areas. The manager oversees retherm processes, Aladdin system procedures, meal quality, patient service recovery, special meal enhancements, inventory, and accurate processing of in-unit food supply charges. The position leads and develops patient services and utility staff, coordinates staffing schedules within approved FTE and productivity targets, and ensures completion of evaluations, competencies, and mandatory education. It maintains a strong leadership presence, supports employee engagement, monitors service outcomes, and implements improvement plans. The manager also collaborates with nursing and interdisciplinary teams, communicates with departmental leaders, participates in required meetings and huddles, and uses operational systems including CBORD, Jolt, Volt, and related staff competency platforms.

Requirements

Current ServSafe certification.
Six Sigma Yellow Belt.
Certified Dietary Manager (CDM) credential through the Certifying Board for Dietary Managers, or eligibility to obtain it within a defined timeframe.
3–5+ years of progressive leadership experience in healthcare food service or hospitality operations.

Nice To Haves

Six Sigma Black Belt (ASQ).
Bachelor’s degree in Food & Nutrition, Hospitality, Healthcare Administration, or a related field.
Experience with food service systems and technologies such as CBORD.

Responsibilities

Oversee patient dining services, food safety compliance, and service quality across assigned areas.
Ensure compliance with The Joint Commission standards, CMS requirements, and ACHC requirements.
Maintain accurate daily and monthly temperature, sanitation, preventive maintenance, and operational records.
Ensure equipment in patient service areas is operational and maintained, and initiate repair or replacement requests.
Manage retherm processes and Aladdin system procedures for safe, efficient meal delivery.
Monitor patient meal quality and identify trends and opportunities for improvement.
Respond to patient concerns and complaints and provide service recovery.
Coordinate patient meal service enhancements, including holiday and special event amenities.
Collaborate with nursing and interdisciplinary teams to support patient-centered service delivery.
Ensure in-unit food supply charges are processed accurately and timely, and supplies are delivered and managed according to hospital policies.
Communicate with departmental leaders to maintain adequate inventory of patient menu items and supplies.
Oversee daily patient dining operations and maintain consistent service standards.
Use established systems to track, manage, and validate staff competencies, training completion, compliance, and development.
Lead, coach, and develop patient services and utility staff.
Coordinate staffing schedules to meet approved FTE levels, productivity standards, and overtime targets.
Maintain a visible leadership presence to support operations and staff.
Ensure timely completion of performance evaluations, competencies, and mandatory education.
Foster a positive work environment and monitor employee satisfaction through surveys and feedback.
Communicate operational issues to department leadership and take action on improvement opportunities.
Analyze team performance and service outcomes and implement action plans.
Serve as a liaison between Food & Nutrition Services, nursing, and other departments.
Attend required meetings, committees, and interdisciplinary forums.
Ensure participation in daily team huddles and timely, accurate follow-up documentation.
Manage systems such as CBORD, Jolt, and Volt phone systems to support communication and workflows.