Food Service Quality Specialist

ID2103271

Job Summary: The Food Service Quality Specialist is r esponsible for promoting and maintaining a positive service culture by making patient and nursing rounds and collecting survey information independently. Encourages the relationship between the patient and the food services employees by translating the patient needs to improve patient satisfaction and experience. Implements new processes and resolve issues, monitors and audits all activities for patient meal service. Will be responsible for communicating with the patients regarding their food service and patient complaints.

Department Summary: The goal of Nutrition Services is to provide excellent care to patients and their families during their visit to Vanderbilt Medical Center. Our team of Registered Dietitians or "RDs" are part of the medical team assigned to meet the needs of each patient. In addition, a wide variety of choices for eating at the Medical Center are available to visitors and family members. Our facilities include the Courtyard Cafe located at The Vanderbilt Clinic, the Vandy Cafe located in the Monroe Carell Jr Children's Hospital at Vanderbilt, and several kiosks located throughout the Medical Center campus that serve food & beverages. The Nutrition Services Department serves approximately 1500 patient meals per day and more than 5000 employees and guests are served daily. Nutrition Services Department employs approximately 240 staff. The cafe is open for business, 20 hours day between the hours of 6:00am - 2:00am, 7 days a week, 365 days a year.

Shift Hours:

• Variable - must be available between 6:00am - 2:30pm or 11:00am - 7:30pm, will work every other weekend.

Discover Vanderbilt University Medical Center:

Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. It is a place where your diversity -- of culture, thinking, learning and leading -- is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

VUMC Recent Accomplishments

Because we are committed to providing the best in patient care, education, and research, we are proud of our recent accomplishments:

• News & World Report: #1 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.
• Healthcare's Most Wired: Among the nation's 100 "most-wired" hospitals and health systems for its efforts in innovative medical technology.
• Becker's Hospital Review: named as one of the "100 Great Hospitals in America", in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.
• The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.
• American Association for the Advancement of Science: The School of Medicine has 112 elected fellows.
• Magnet Recognition Program: Received our third consecutive Magnet designations.
• National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement.
• Human Rights Campaign Healthcare Equality Index: 6 ^th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.

KEY RESPONSIBILITIES:

• Serves as the primary escalation point for patient/nursing concerns or to provide guidance to ensure accurate execution of patient requests.
• Establishes contact with each patient; educates patient on meal service and ordering process.
• Reviews patient's diet order; and provides special oversight to advanced diets.
• Monitors and audits patient experience data; rounds each unit to ensure patient satisfaction on food quality, food temperature, and service received. Partners with food service leaders on process improvement projects.
• Provides education to food services employees.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES:

HOSTING & RECEPTION (ADVANCED): - Demonstrates the uppermost levels of expertise in applying hosting and reception in challenging and complex situations. Often takes a lead role in highly pressurized situations when there is a need to achieve results. Consistently delivers results in a creative and imaginative manner while setting a standard for others. Contributes in the development of best practices for the organization.

DOCUMENT AUDITING (INTERMEDIATE): - Auditing is conducting an independent review and examination of records and activities in order to test the adequacy and effectiveness of procedures, policies, standards, rules, capabilities and other aspects to ensure compliance with established policy and operational procedures, and to recommend any necessary changes.

CUSTOMER SERVICE - (ADVANCED): - Demonstrates a high level of customer sensitivity and has shown insight into customer business issues. Demonstrates a work ethic where customers display confidence and trust in the service provided. Anticipates, plans for and meets increases in customer needs and service levels. Removes barriers and establishes procedures to improve organizational customer service activities.

MEDICAL TERMINOLOGY & DOCUMENTATION - (INTERMEDIATE): - Demonstrates mastery of medical terminology and documentation in practical applications of a difficult nature. Possesses sufficient knowledge, training, and experience to be capable of successfully delivering results without requiring support and instruction from others. Able to train and educate by setting the example, giving instruction, providing leadership, and generally raising the level of performance of others while on the job.

CORE ACCOUNTABILITIES:

• Organizational Impact: Independently performs non-routine tasks that significantly impact team and other related teams.
• Problem Solving/ Complexity of work: Gathers and analyzes data to solve problems that arise with little or no precedent.
• Breadth of Knowledge: Applies advanced job knowledge and has developed a breadth of skills in other areas.
• Team Interaction: Serves as a lead for the team by providing expertise and guidance to team members.

CORE CAPABILITIES:

SUPPORTING COLLEAGUES (S4):

• Develops Self and Others: Invests time, energy and enthusiasm in developing self/others to help improve performance and gain knowledge in new areas.
• Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships.
• Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences.

DELIVERING EXCELLENT SERVICES (S4):

• Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them.
• Solves Complex Problems Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.
• Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness.

ENSURING HIGH QUALITY (S4):

• Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly.
• Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them.
• Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring.

MANAGING RESOURCES EFFECTIVELY (S4):

• Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure.
• Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area.
• Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities.

FOSTERING INNOVATION (S4):

• Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches.
• Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges.
• Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.