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

Patient Service Supervisor

Education

High School or GED

Career Level

Manager

Category

Operations

Job Type/ FLSA Status

Salaried Exempt

Travel Required

None

Shift Type

Job Description

Responsible for supervision and service of meals to patients, hospital staff and/or visitors. Provide leadership consistent with the ABM Healthcare Support Services standard operating procedures. 

RESPONSIBILITIES – ESSENTIAL FUNCTIONS:

• Actualizes the ABM Healthcare Support Services Mission, Vision and Value statements.
• Maintains professional behavior consistent with role as well as 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 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.
• Develops, facilitates, and monitors the process for customer service improvement initiatives and suggest new methods that lead to better service.
• 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.
• Monitors training programs to ensure compliance and completion within given time frames; conducts in-service training as required.
• Follows Universal Precautions/Infection Control Procedures.
• Demonstrates understanding of HIPPA Privacy Act; maintains confidentiality of patient information.
• Leads and/or actively participates in customer service improvement initiatives and suggest new methods that lead to better service.
• Participates and conducts regularly scheduled meetings with assigned staff.
• Develops/coaches department associates 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 to meet with customers, assess if their meal expectations are being met and implement service recovery as needed.
• Proactively reports pertinent feedback to assigned manager in a timely manner.
• Ensures that required ABM Healthcare Support Services standard operating procedures are followed and implements and maintains department policies and procedures to ensure programs meet goals within a clean and safe environment.
• Directs staff on the proper use of all supplies/equipment in all areas; notifies maintenance of equipment in need of repair and/or works; takes corrective action as needed until equipment operable.
• Monitors service, food production, sanitation and safety; identifies problems and directs staff as to corrective action to resolve and prevent occurrences.
• Develops and implements cleaning schedules and completes sanitation inspections.
• Ensures temperature records for food, coolers, and freezers are completed and filed per policy and procedure.
• Document employee report offs and reports occurrences.
• Assists with hiring and training new employees – interviews candidates for, ensures new employees are instructed on job responsibilities how and how to safely operate and clean equipment.
• Maintains organizational records to include, but not limited to time maintenance, accident/incident reports, associate health requirements and maintenance work orders.
• Completes daily, weekly and/or monthly work schedules and reports.
• Provides direct line supervision and relief for positions under his/her direction.
• Inventories and controls usage of supplies.
• Takes proactive measures to ensure food quality, portion control and minimize waste.
• Visually inspects and tastes all food products prior to opening for service; assist in preparation of foods as needed and ensures quality food for all areas.
• Ensures meal service is provided at designated times for all services.
• Ensures all opened/leftover food is stored properly (covered, labeled, and dated).
• Ensures department and annual facility training programs are completed within given time frames; conducts in-service training with associates.
• Maintains employee files, time and attendance records and corrective action process; aware of and enforces all Human Resource procedures as noted in employee personnel manual.
• Participates in annual performance evaluation process for assigned staff ensuring review are completed per facility guidelines and time frames.
• Takes responsibility for self-development – supports a learning environment.
• Reports to work on time, in proper attire; requests time of in advance; follows ABM Healthcare Support Services vacation and attendance policies and procedure guidelines.
• Demonstrates understanding of Age-Specific Characteristics for population served through age appropriate communications and care.
• Participates in facility community service events or does volunteer work in community.
• Complete other duties as assigned by manager.
• Able to respond to emergencies at both nighttime and on weekends as required. Able to handle varying workloads and meet deadlines as necessary.
• Able to respond to emergencies at both nighttime and on weekends as required.
• Able to handle varying workloads and meet deadlines as necessary.

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

Minimum Requirements

• High School Diploma or General Education Degree (GED).
• Associates Degree in Food Service or related work experience preferred.
• Three to five years supervisory work experience in food service environment.
• Sanitation certification (may obtain within 60 days of start date)
• Able to complete assignments under direct periodic supervision.
• Able to follow written and/or verbal instruction.
• Able to use basic office equipment, computer, etc.
• Remains current concerning sanitation guidelines.
• Able to handle and resolve problem
• Verbal and interpersonal skills necessary to interact effectively with co-workers and hospital staff.
• Works in team environment, interacting with a variety of departments.
• Able to communicate effectively in both written and verbal formats.
• Possesses motivational and disciplinary skills.
• Possesses excellent customer service skills.
• Establishes and maintains cooperative working relationships; treats others courteously and with respect.