SR. DIRECTOR FOOD & NUTRITION SERVICES, Knoxville, TN

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Pay Grade: 17 

 

Crothall Healthcare is a Compass One Company that provides specialized, high-quality, innovative, and responsive support services exclusively to the healthcare industry. Crothall serves many of the Top 100 Hospitals throughout its over 1300 healthcare service teams in 46 states. Crothall has been recognized as one of Modern Healthcare’s Best Places to Work and Best Places to Work in Pennsylvania since 2013 and Becker's Top 150 Places to Work since 2016. A division of Compass Group USA, we have more than 26,000 team members. Our core services include: Environmental Services, Healthcare Technology Solutions, Patient Transportation, Laundry & Linen, Facilities Management, and Ambulatory EVS. Learn more at www.Crothall.com.

 

Positions at this location may require proof of COVID-19 vaccination, boosters, and/or regular COVID testing. Where permitted by law, applicants who are offered a position for this location may be asked about their vaccination status, which must meet minimum business requirements. All religious, medical, or other legally recognized exemptions regarding vaccination status will be considered.

Job Summary

As the National Performance Center Food and Nutrition Senior Director, you will support the successful operation of Food and Nutrition Call Center Services for multiple hospital sites across the country. You will be responsible for the patient food services related activities at the regional call center. This position provides proactive leadership in a fast-paced call center environment. The ideal candidate will have the ability to lead the team in achieving customer satisfaction goals and serves as a coach and mentor for direct reports with a “lead by example” approach.

• The National Performance Center Food and Nutrition Senior Director position reports to the Regional Director of Operations and oversees operational management for the National Performance Centers Food and Nutrition call center with approximately 60 FTEs and a management team.

Key Responsibilities:

• Supervise the patient food services call center, while maintaining excellent relationships with patients and the clients.
• Evaluate agent performance with key metrics
• Assist to ensure client and customer satisfaction, efficiency, as well as accurate meal delivery to patients
• Hire, coach and provide training to personnel to maintain high customer service standards, maintain therapeutic diet standards and complete annual competencies for staff
• Promote the professional growth and development of their team
• Regulate staffing in accordance with fluctuating workload
• Conducting effective resource planning to maximize the productivity of resources, including people and technology
• Administer Workforce Planning technology and processes to optimize the quality and efficiency of service delivery
• Develop objectives for the call center’s daily activities
• Implement action if goals are not met
• Track and analyze Key Performance Indicator data, identify trends and develops strategic recommendation to improve performance
• Responsible for call center performance reporting by collecting, analyzing and summarizing data and trends
• Identify operational deficiencies and implement plans for improvement
• Prepare reports for different departments or upper management
• Supports continuous improvement to achieve consistently excellent client and employee satisfaction; identifies and recommends improvements in processes, procedures and tools usage
• Responsibility for managing, tracking and budgeting of all expenses
• Participate and lead initiatives that support call center growth such as sales, sites visits, presentations, etc.
• Other job duties as assigned

Minimum Qualifications:

• Bachelor's Degree or equivalent years of additional experience
• Minimum of five years of Proven Leadership expertise
• Experience working in an acute care hospital food service operation required
• Two to four years of direct foodservice operational management experience with inventory and purchasing knowledge and control
• Strong knowledge of food and catering trends with a focus on quality, production, sanitation, food cost controls, and presentation
• Knowledge of P&L accountability and contract-managed service experience is desir