Patient Services Supervisor

About this role

As Mount Sinai grows, so does our legacy in high-quality health care.

Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country.

We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Department:

Job Description Summary:

Position Responsibilities

• Patient Meal Service and Daily Operations
• Supervises daily patient meal service operations to ensure meals are accurate, complete, delivered on time, and consistent with prescribed diets and departmental standards.
• Coordinates daily workflow for meal selections, tray assembly, tray delivery, late trays, nourishments, supplements, and other assigned patient foodservice functions.
• Ensures timely and accurate meal service by monitoring tray assembly, dispatch, delivery times, tray completeness, and service flow.
• Ensures adequate staffing and adjusts employee assignments based on patient census, workload, callouts, and operational needs.
• Maintains a visible presence during meal periods and routinely rounds patient floors, tray assembly areas, and other patient-service locations.
• Conducts daily huddles as assigned to communicate priorities, safety expectations, service goals, operational updates, and employee responsibilities, and documents completion in Habit in accordance with departmental expectations.
• Identifies operational barriers and takes timely corrective action to maintain continuity and quality of service.
• Patient Safety, Allergies, and Diet Accuracy
• Ensures compliance with patient identification requirements and established procedures before meals are provided to patients.
• Verifies that patient meals are consistent with prescribed diets, documented food allergies, restrictions, nourishments, supplements, and other applicable nutrition requirements.
• Ensures food allergy information is accurately communicated, understood, and followed throughout meal selection, tray assembly, and delivery processes to reduce risk of patient harm.
• Reinforces diet and allergy competencies and ensures Patient Services staff understand and follow approved diet guidelines, allergy procedures, and escalation protocols.
• Monitors tray accuracy and works with Clinical Nutrition, diet office staff, Culinary Operations, and Patient Services leadership to resolve diet- and allergy-related concerns.
• Immediately escalates patient-safety concerns, diet discrepancies, allergy concerns, or other significant issues in accordance with departmental procedures.
• Patient Experience and Service Excellence
• Promotes a patient-centered service culture and ensures employees communicate with patients in a professional, respectful, compassionate, and courteous manner.
• Ensures hostesses effectively engage patients, obtain meal selections, explain menu options, and respond appropriately to individual needs within diet restrictions.
• Conducts patient rounding to assess meal quality, service, preferences, and overall satisfaction.
• Coaches' hostesses to improve patient interaction, service delivery, meal-selection practices, and overall patient experience.
• Contacts patients identified for Chef Gourmet Dining Selections (VIP meals) to ensure meal selections are obtained timely and accurately, coordinates special requests within established guidelines, and follows through to support a consistent VIP dining experience.
• Responds promptly to patient and family concerns and provides appropriate service recovery.
• Monitors patient feedback and recurring service concerns and partners with Patient Services leadership on improvement initiatives.
• Staff Supervision, Orientation, and Development
• Provides daily leadership, coaching, direction, and performance feedback to Patient Services employees.
• Establishes clear expectations for attendance, punctuality, appearance, patient interaction, productivity, diet accuracy, patient identification, and service standards.
• Assists with orientation and onboarding of new Patient Services employees, ensuring completion of required training, job-specific education, and competency validation.
• Provides ongoing coaching and retraining when performance or competency gaps are identified.
• Promotes employee engagement, teamwork, accountability, recognition, and a respectful work environment.
• Addresses performance, attendance, and conduct concerns promptly and consistently in partnership with the Patient Services Manager and leadership, as appropriate.
• Completes employee performance evaluations as assigned and ensures required documentation and competencies are completed within established timeframes.
• Quality, Safety, and Regulatory Compliance
• Ensures compliance with food safety, sanitation, infection prevention, patient safety, hand hygiene, isolation precautions, regulatory requirements, and departmental policies.
• Monitors food temperatures and ensures required temperature records are completed accurately, timely, and in accordance with established food-safety and regulatory standards.
• Monitors tray accuracy, meal-delivery practices, food handling, sanitation, and required operational documentation.
• Conducts routine operational and safety rounds and ensures identified deficiencies are corrected promptly.
• Maintains patient service areas, equipment, carts, and workspaces in a clean, organized, safe, and operationally ready condition.
• Supports continuous readiness for Joint Commission, CMS, AHCA, Department of Health, Infection Prevention, and other applicable regulatory and accreditation reviews.
• Ensures required logs, audits, records, and compliance documentation are complete, accurate, and maintained according to departmental and regulatory requirements.
• Performance and Operational Improvement
• Conducts Process Confirmations in Habit as assigned to validate adherence to patient-service standards, identify performance gaps, and support continuous improvement.
• Monitors key Patient Services indicators, including tray accuracy, meal-delivery timeliness, patient satisfaction, complaints, staffing, attendance, overtime, and other assigned performance measures.
• Supports departmental initiatives designed to improve patient experience, meal-service reliability, efficiency, workforce performance, and quality.
• Ensures required daily temperature logs, staffing records, audits, checklists, and operational documentation are completed accurately and timely.
• Collaboration
• Partners with the Patient Services Manager, Clinical Nutrition, Culinary Operations, Nursing, diet office staff, and other departments to coordinate safe and effective patient meal service.
• Communicates changes in patient census, diets, allergies, staffing, service interruptions, and operational concerns to appropriate team members.
• Participates in departmental meetings, employee huddles, education, quality initiatives, and other assigned activities.
• Practices and adheres to the organization’s Code of Conduct, Mission, Vision, and Values.
• Performs other duties as assigned.

Qualifications

• License/Registration/Certification
• ServSafe Manager Certification, Required.
• Education
• High school diploma or equivalent, Required. Associate degree in Foodservice Management, Hospitality, Nutrition, Healthcare, Business, or related field, Preferred.
• Experience
• Two or more years of food service, hospitality, healthcare, or customer-service experience, Required. Healthcare foodservice and patient dining experience, Preferred. Demonstrated knowledge of patient meal service, modified diets, food allergies, food safety, sanitation, temperature control, and customer service, Preferred. Basic computer proficiency and experience with foodservice, scheduling, or patient meal-ordering systems, Preferred.

Benefits

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs:

- Health benefits

• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!

Degree

Requirements

• Certification: