Patient Services Team Lead - Food and Nutrition

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FirstHealth of the Carolinas is a nationally recognized health care system in central North Carolina with headquarters in Pinehurst, N.C. FirstHealth of the Carolinas has been nationally recognized as a top 150 place to work in health care by Becker's Healthcare for two consecutive years.

The Patient Services Team Lead - Food & Nutrition is an integral part of patient care for the Food and Nutrition Department. This position is responsible for patient experience as well as Employee engagement.

• Uses an appropriate problem-solving approach to plan services.
• Ensures that each station on the trayline is set up to proper specification prior to meal period.
• Checks each tray to ensure tray conforms to appearance, standards, correct diet order, and overall item accuracy.
• Ensures the smooth and efficient operation of the trayline by effectively supervising and assisting staff.
• Checks staff attendance, making necessary replacements within department guidelines.
• Directs work of Patient Service Attendants and Diet Clerks.
• Provides services with consideration of the recipient’s needs.
• Remains extremely adherent to individual needs and requests throughout entire patient population.
• Recognizes that departmental success is measured against its capacity to provide sound customer service.
• Shows respect and courtesy for all patients and customers by listening attentively to ideas and suggestions, showing concern for customer needs, directing customers to appropriate resources, assisting with problem resolution, and following up to ensure customer needs have been met.
• Understands and demonstrates excellent customer service behaviors to internal and external customers.
• Uses equipment/supplies correctly.
• Implements and executes proper policies and procedures concerning use of all equipment throughout department.
• Ensures that all equipment used by Patient Services is used as the manufacturer intends, and defects are reported promptly following department procedures.
• Demonstrates capacity to operate CBORD program as it relates to diet office and Patient Services.
• Uses appropriate safety and infection control measures.
• Practices all implemented procedures to maintain a sanitation level above and beyond all JCAHO, OSHA, HACCO, local, state, and federal regulations.
• Complies with FHC’s Body Substance Isolation Policy and Exposure Control Plan.
• Complies as directed in the event of a foodborne illness.
• Ensures the safe and sanitary storage of all foods during, between, and after each meal.
• Teaches/directs/advises/informs others in an appropriate manner.
• Plays a proactive role in communication with healthcare providers responsible for each person’s diet, i.e. nurses, dietitians, diet clerks, etc.
• Provides orientation for new employees for work area and entire FNS department.
• Actively participates in cross-training of employees in food production, safety, sanitation, and hospital policies and procedures.
• Actively participates in cross-training exercises as well as achieving continually improved levels of service and standards in food production, safety, sanitation, and hospital polices and procedures.
• Actively participates in all training, education, and other requirements for DNV, OSHA, HACCP, local, state, and federal regulations.
• Sets a positive example for all employees in relation to leadership, motivation, dress code, attendance, punctuality, follow-up, etc.
• Reports/records information appropriately.
• Collects and records food temperatures prior to each meal period. Foods not meeting proper temperatures are sent back to cook.
• Monitors and reports to Patient Service Supervisor concerning employee productivity, training needs, special requests of a non-routine nature, need for employee coaching, special inventory needs, cost control measures, injury reports, etc.
• Able to make conversion of diet under the supervision of patient Services AD.
  
  
  

The following, or equivalents, are the minimum requirements necessary to perform the essential functions of the position.

Education/formal training/licensure/certifications/experience

• High School Diploma
• Minimum 1 year experience as a Patient Service Attendant, and/or Diet Clerk.
• Completion of First U Leadership Level 1 Training within the first 12 months of assuming the position.
  
  
  

Additional Skills

• Strong reading, writing, and communication skills.
• Strong leadership and interpersonal skills are essential to job function.
  
  
  

Working Conditions

• Potential risk of exposure to communicable disease and/or blood/body fluids.
• Exposure to hazardous chemicals and/or cleaning agents.
• Weekend, holiday, and/or rotating shifts and/or positions.
  
  
  

Physical Requirements

• Ability to lift 40 pounds.
• Ability to withstand excessive standing, bending, walking, and reaching.
• Sound flexibility, manual dexterity, and hand/eye coordination are essential to job function.
  
  
  

FirstHealth values diversity, equity, and inclusion, and works to create a culture of excellence in which all team members feel valued, connected, treated fairly and safe, and where differences are both respected and supported.