Patient Services Manager 2
About The Position
Sodexo is seeking a Patient Services Manager 2 to join the team at Crouse Health, a 425-bed acute care hospital located in Syracuse, NY. This highly visible leadership role will oversee patient dining operations through Sodexo’s "At Your Request®" (AYR) bedside dining program while supporting retail dining services within the hospital’s “EAT” branded retail program. The Patient Services Manager will lead and develop a team of approximately 20 union employees, ensuring exceptional patient satisfaction, operational efficiency, and service excellence. The ideal candidate will bring strong customer service leadership, union workforce management experience, and a passion for patient-centered hospitality. This position works Monday–Friday from 12:30 PM – 9:00 PM, with every 3rd weekend (hours may vary based on the needs of the business). At Sodexo, we believe that food plays an important role in healing and patient experience. As a Patient Services Manager at Crouse Health, you will have the opportunity to positively impact patients every day while leading a dedicated team focused on hospitality, quality, and service excellence. As the Patient Services Manager, you will play a key role in delivering an outstanding patient dining experience while supporting operational excellence across nutrition services.
Requirements
- Minimum Education Requirement - Associate's Degree or equivalent experienceMinimum Management Experience - 2 yearsMinimum Functional Experience - 2 years work experience in food or culinary services including restaurants, fast food, vending, catering services, institutional services, mall food courts, etc.
Nice To Haves
- Prior experience leading and directing a patient delivery or bedside dining program
- Experience managing teams in a unionized environment
- Strong background in customer service and patient satisfaction
- Experience scheduling and supervising frontline staff
- Familiarity with HealthTouch nutrition software
- Knowledge of regulatory standards including Joint Commission (JCAHO) and CMS
- Strong organizational, project management, and communication skills
- Ability to manage multiple priorities in a fast-paced hospital environment
- Passion for delivering a high level of hospitality and service excellence
Responsibilities
- Oversee daily operations of the At Your Request® patient dining program, including trayline execution and meal delivery
- Lead, mentor, and develop a team of approximately 20 union frontline employees
- Manage staff scheduling and labor coverage in a fast-paced healthcare environment
- Serve as the primary liaison between nursing units, clinical teams, and food service operations
- Interact with patients and families to ensure satisfaction and resolve service concerns
- Monitor and analyze patient satisfaction metrics and implement service improvement initiatives
- Implement performance improvement and quality assurance programs to elevate nutrition services
- Ensure compliance with Sodexo policies, HACCP standards, and regulatory requirements
- Serve as the onsite expert for patient dining and ordering systems, including HealthTouch software
- Support food quality oversight, production coordination, and inventory/ordering processes
Benefits
- Medical, Dental, Vision Care and Wellness Programs
- 401(k) Plan with Matching Contributions
- Paid Time Off and Company Holidays
- Career Growth Opportunities and Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
