Patient Meal Room Service Associate

Patient Meal Room Service Associate

Represents Patient Meal Room Service to Patients and Nursing team. Reports directly to Nutrition & Food Service management. Key responsibilities include taking ownership of Patient Meal Service for assigned Unit(s) and ensuring a positive Patient experience. Includes introducing Patients to the Patient Meal Room Service program and meal ordering process. Enters meal selections into N&FS software systems (in compliance with therapeutic diets and food allergies). Includes taking Room Service calls and consistently providing customer service in a professional, courteous, and efficient manner. Required to follow all safety guidelines, including, but not limited to: confirming Patient identity by using two Patient identifiers, confirming meal accuracy, and appropriately following infection prevention practices, including when Isolation precautions are in place. Takes ownership of Unit assignment with minimal supervision. Functions as the N&FS liaison between the Patient and the care team, representing the hospital and N&FS dept. in a professional and caring manner. Delivers nutrition supplies to Units as required and follows safety protocols regarding expiration dates. Completes all other job duties as assigned.

Core Responsibilities and Essential Functions:

• Provide meals to Patients in a professional, courteous, and timely manner. Work with diet-specific menus and introduce Patients to the Patient Meal Room Service program. Take orders for 'Assist Patients', deliver meals and collaborate with Nursing on assigned floors.
• Operate a call center which serves as the communication hub for Patient Meal Room Service. Receive / enter Patient Meal Room Service orders using nutrition software. Assist with daily reporting.

Both positions require exceptional customer service. Focus on accuracy, safety and efficiency are paramount at all times.

Responsibilities:

• Ensures the Safety of Patients and Team Members:
• Washes hands frequently and wears gloves appropriately. Performs hand hygiene upon entering and exiting patient rooms.
• Follows infection prevention practices, including personal hygiene expectations (i.e., fingernail length and finish) and reports potential risks.
• Maintains all work areas in a clean and organized manner, free of spills and fall hazards.
• Delivers patient meal trays and verifies patient identity using two patient identifiers.
• Verifies menu selections are accurate and compliant with the patient's diet order and food allergies.
• Escalates food allergy and diet consistency concerns to N&FS Leadership and/or Clinical Dietitian.
• Promptly reports adverse food reactions.
• Stores food and/or supplies using proper labeling, dating and rotation methods.
• Operates equipment according to all safety guidelines and escalates any unsafe conditions (i.e., frayed electrical cords and out-of-range temperatures.)
• Uses IT equipment appropriately and protects confidential information, including passwords.
• Ensures Positive Service Outcomes:
• Follows dept. work schedule (including weekends and holidays) and arrives at the workstation prior to task start time.
• Sets up, maintains, and breaks down workstation according to area requirements.
• Follows written and verbal instructions with accuracy and attention to detail.
• Completes area checklists and forms, as assigned.
• Operates and cares for equipment according to manufacturer's and area-specific guidelines.
• Assesses patient's ability to utilize the meal order system and follows up with appropriate staff member if unable to fully participate.
• Assists patients with menu selections as needed, considering food preferences, allergies and other diet information, in a timely manner.
• Enters menu selections in the N&FS software accurately and in a timely manner.
• Reviews and appropriately responds to reports and N&FS orders from the electronic medical record.
• Appropriately utilizes all N&FS software and adapts and learns new systems as new technologies are applied
• Learns and carries out computer downtime procedures appropriate for assignment.
• Verifies patient satisfaction with meals and conducts internal patient satisfaction surveys, as requested.
• Delivers meals to patients that meet their needs according to their cultural, spiritual, ethnic and age-specific considerations.
• As required, delivers meals to patients on Isolation precautions and follows all Infection Prevention guidelines.
• Retrieves dirty trays from patient rooms and assists with soiled meal tray carts on patient floors.
• Prepares and delivers snacks to patients and/or nursing units, as required.
• Performs dept. duties to include, but not limited to: Dishroom, rolling silverware, floor stock replenishment, supplies requisitions, break room and general clean up.
• Remains flexible to support other Team Members across the dept. to achieve desired service outcomes.
• Intervenes and resolves customer service issues as necessary; uses judgment to escalate customer service concerns to supervisor when needed to ensure best patient experience.
• Engages in Efforts to Create a World Class Work Environment:
• Follows work area's uniform specifications, i.e., clothing and shoes are neat and clean.
• Collaborates with Team Members and leadership to meet the goals and objectives of the dept. and hospital.
• Communicates in a respectful manner and in terms that are clear and concise.
• Respects the cultural traditions of Team Members, patients and customers.
• Maintains competency in N&FS software and associated equipment utilized for patient meal services.
• Required for All Jobs:
• Performs other duties as assigned.
• Complies with all WellStar Health System policies, standards of work, and code of conduct.

Qualifications:

Required Minimum Education: High School Diploma or the equivalent preferred.

Minimum Experience: Minimum 2 years' foodservice, and/or customer service, and/or related experience required. Healthcare or hospitality foodservice experience highly preferred.

Required Minimum Certification: Servsafe Food Handler AND ServSafe Allergen certifications required within 90 days of hire.

Required Minimum Skills: Must be able to communicate and understand the English language, both written and orally. Must exhibit outstanding interpersonal skills required to work well with others. Must be able to demonstrate basic knowledge of modified diets. Must possess adequate phone skills for interacting with our customers (internal and external) and perform duties in a very busy environment. Must be able to demonstrate a positive attitude in all customer/patient interactions. Must be able to utilize N&FS software systems.

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