Room Service Associate

Room Service Associate

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

The Room Service Associate (RSA) position reports directly to Nutrition and Food Service management. Key responsibilities of the role include taking ownership of meal service for assigned unit(s) and ensuring a positive patient experience. This includes introducing patients to the Room Service program and meal ordering process and entering meal selections into NFS software systems (in compliance with therapeutic diets and food allergies). Also includes taking Room Service calls and consistently providing 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 NFS liaison between the patient and the care team, representing the hospital and department 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:

• Ensures the Safety of Patients and Team Members (according to state, county and national regulatory bodies)
• 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 trays and verifies patient identity using two patient identifiers.
• Verifies menu selections are accurate and compliant with the patients diet order and food allergies.
• Escalates food allergy and diet consistency concerns to NFS 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 department work schedule (including weekends and holidays) and arrives at the work station 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 manufacturers and area-specific guidelines.
• Assesses patients 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 NFS software accurately and in a timely manner.
• Reviews and appropriately responds to reports and NFS orders from the electronic medical record.
• Appropriately utilizes all NFS 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 department duties to include, but not limited to: Dish room, rolling silverware, floor stock replenishment, supplies requisitions, break room and general clean up.
• Remains flexible to support other team members across the department 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 areas 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 Department and Hospital.
• Communicates in a respectful manner and in terms that are clear and concise.
• Respects the cultural traditions of team members and customers.
• Maintains competency in nutrition service software and associated equipment utilized for patient meal services.
• Performs other duties as assigned
• Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• High School Diploma General-Preferred or GED General-Preferred

Required Minimum License(s) and Certification(s):

• All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

• ServSafe Allergen certification within 90 days Required and ServSafe Food Handlers certification within 90 days Required

Required Minimum Experience:

• Minimum 2 years Food service, and/or customer service, and/or related experience Required

Required Minimum Skills:

• 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 communicate and understand the English language, both written and orally.
• Must be able to demonstrate a positive attitude in all customer/patient interactions.
• Must be able to utilize NFS software systems.
• Pass ServSafe Allergen Exam (within 3 months of hire).
• Pass ServSafe Food Handler Exam (within 3 months of hire).

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.