ABM (NYSE: ABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300+ offices deployed throughout the United States and various international locations. ABM’s comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes — from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title

Clinical Manager

Education

Bachelor's Degree

Career Level

Manager

Category

Operations

Job Type/ FLSA Status

Salaried Exempt

Travel Required

None

Shift Type

Job Description

Responsible for management of all aspects of the clinical nutrition services operation. Provides direction, training, motivation and guidance to Clinical Nutrition Services Staff to accomplish established standards to meet or exceed inpatient and outpatient nutrition care, education and satisfaction. Manages all aspects of the nutrition program. Position represents ABM Healthcare Support Services to the highest degree.

• Actualizes the ABM Healthcare Support Services Mission, Vision and Value statements.
• Maintains professional behavior consistent with the role, as well as maintain composure in difficult interpersonal situations.
• Knows who all their customers are and initiates and maintains positive relationships with them; promotes a customer service mindset at all times with both internal and external customers. Responds to all requests from the customers with a can-do attitude. Follows up on requests with a sense of urgency.
• Initiates and maintains positive relationships with co-workers/associates in an effort to build a strong team. Communicates with other department managers and staff members to ensure high quality food service for our patients.
• Develops, facilitates, and monitors the process for customer service and patient satisfaction improvement initiatives and suggest new methods that lead to better service. Helps identify and implement changes as needed to ensure continual improvement in patient services to meet the department’s patient satisfaction goal.
• Assists in ensuring patient policies and procedures are maintained, including proper operation of IT systems, e.g. CBORD and patient care system.
• Completes all required ABM Healthcare Support Services weekly and monthly reports in a timely manner; presenting information to be submitted in a neat and professional format.
• Develops/coaches Call Center staff to ensure fullest potential is reached by providing feedback, suggesting ways for them to improve skills or build relations with peers, hospital staff, patients and customers.
• Promotes and drives departmental TQM/Customer Service initiatives; makes rounds with patients to assess if their meal service expectations are being met and implement service recovery as needed.
• Proactively report pertinent feedback to Operations Manager in a timely manner.
• Develops menus with Chef/Operations Manager and signs off on nutritional adequacy.
• Ensures that all required ABM nutrition and patient/resident SOPs are in place; facilitates implementation of department policies and procedures to ensure programs meet goals.
• Directs Call Center staff on the proper use of all automated/manual diet office systems and takes corrective action as needed.
• Ensures that call center equipment, nutritional supplements and nutrition office equipment are ordered as needed and stays within budget.
• May cover for Clinical Nutrition staff and document appropriate patient/resident nutrition care in medical record. Ensures that Clinical Nutrition staff are documenting per standard.
• Ensure that Clinical Nutrition staff are assessing nutritional status per standards of care/nutrition diagnosis charting; evaluates appropriateness of diet orders; ensures that RDs provide appropriate nutrition intervention using the Nutrition Care Process.
• Ensure that appropriate nutrition education materials are in place for RDs to use.
• Ensures compliance with regulatory agencies.
• Maximizes medical nutrition therapy reimbursement.
• Develops and implements in-service programs according to procedure; may teach ServSafe classes to associates along with Chef or Operations Manager. 
• Assists with hiring and training new nutrition services and call center staff. Interviews candidates for dietitian positions, ensures new dietitians are instructed on facility documentation and other nutrition and patient/resident services SOPs. Completes probationary evaluations per facility procedure.
• Periodically audits menu accuracy; use of standardized recipes; and safe food handling guidelines. Ensures that Call Center programs are up-to-date and information is accurate.
• Periodically evaluates (tastes) food products.
• Periodically checks that meal service is provided at designated times in patient/resident areas.
• Participates in budgeting for cost of call center supplies and equipment.
• Ensures department and annual facility training programs for Clinical Nutrition Staff are completed within given timeframes; conducts in-service training with nutrition team.
• Maintains call center and clinical nutrition staff files, time and attendance records and corrective action process; aware of and enforces all Human Resource procedures as noted in employee personnel manual.
• Conducts annual performance evaluation process for all call center staff and dietitians ensuring reviews are completed per facility guidelines and time frames.
• Takes responsibility for self-development – supports a learning environment.
• Attends outside educational seminars pertinent to nutrition portfolio and regulatory issues. Maintains registration and state licensure/certification.
• Reports to work on time in proper attire; requests time off in advance; follows ABM vacation and attendance policies and procedure guidelines. · Follows Universal Precautions/Infection Control Procedures.
• Demonstrates understanding of HIPPA Privacy Act; maintains confidentiality of patient information.
• Actively participates in customer service improvement initiatives and suggest new methods that lead to better service.
• Works closely with Operations Manager and Chef to ensure continuous communication regarding menu accuracy and patient acceptance.
• Develops Call Center and Clinical Nutrition Services staff schedules within budgeted master schedule. Monitors staffing daily ensuring all positions are filled; moves staff/adjust schedules as needed to maintain service.
• Documents call center and Clinical Nutrition Services employee report offs and reports occurrences to FNS Director.
• Assists in department and annual facility training programs; conducts nutrition-related in-service training for patient services team.
• Assists with maintaining clinical nutrition employee files, time and attendance records and corrective action process; aware of and enforces all HR procedures as noted in employee personnel manual.
• Participates in annual performance evaluation process for clinical nutrition service staff ensuring reviews are completed per facility guidelines and time frames.
• Takes responsibility for self-development – supports a learning environment.
• Attends outside educational seminars pertinent to clinical nutrition and patient satisfaction as well as regulatory issues.
• Reports to work on time, requests time off in advance, follows ABM Healthcare Support vacation and attendance policies and procedures guidelines.
• Participates in facility community service events or does volunteer work in community.
• Completes other duties as assigned by Food and Nutrition Services Director.
• May be required to travel via automobile to meetings and hospital-related functions.

RESPONSIBILITIES – NON-ESSENTIAL FUNCTIONS:

• Maintain a professional appearance at all times.
• Participate in scheduled department meetings.
• Effectively coordinate the activities of others in order to meet goals and objectives.
• Effectively schedule the work of others to complete operations, programs, or activities.
• Exchange and/or obtain information from patients, families, and visitors in a tactful and professional manner.
• Use appropriate grammar and writing styles to compose professionally written general correspondence.
• Expediently write proposals and/or reports that clearly communicate or summarize information and satisfy the requestor.
• Conduct meetings or lead group discussions in an effective and time-efficient manner. Be prepared; take an appropriate role; facilitate active participation; manage disruptions, and ensure that meetings consistently end on time and achieve stated objectives.
• Able to respond to emergencies at both night time and on weekend as required.
• Able to handle varying workloads and meet changing deadlines as necessary

Minimum Requirements

Education/Training:

Required:

• Bachelor’s Degree, Registered Dietitian, Licensed or Certified , if required by state

Job Knowledge/Experience:

Required:

• Three to five years supervisor/management work experience in a healthcare environment.
• Remains current registration and licensure, if required by state.

Preferred:

• Completion of ServSafe® Sanitation Certification Course preferred.

Language/Writing/Communication Requirements:

Required:

• Verbal and interpersonal skills necessary to interact effectively with co-workers and paitents and patients’ families.
• Able to communicate effectively in both written and verbal formats.
• Able to communicate appropriately via telephone and email throughout the day.
• Able to accurately review and process data and attend to detail.

Other:

• Able to establish priorities, work independently, and to accomplish objectives without supervision.
• Able to handle and resolve problems.
• Works in a team environment, interacting with a variety of departments.
• Possesses motivational and disciplinary skills.
• Possesses excellent customer service skills.
• Establishes and maintains cooperative working relationships; treats others courteously and with respect.