Primary responsibilities will be to instruct each patient on the Room Service meal ordering system and to assist guests (patients) and/or family members in placing meal orders. Assesses patients on their ability to utilize the meal order system and makes appropriate decision. This position is responsible for processing all diet requests, while serving each guest in a timely, professional, and efficient manner. Reliably delivers the correct diet compliant menus to each guest. Is a patient advocate and takes ownership of patient concerns, and immediately makes independent decisions within scope of care and follows up each concern to a positive resolution. To conform to JCAHO standards, uses two patient identifiers to positively I.D. each patient before a meal is served. This person will act as a liaison between the patient, Nutritional Services, nursing, and any other department involved, creating a positive service culture. This will require independent thinking, multi-tasking, prioritization, and communication skills. Must be self-motivated and be able to work independently with minimal supervision. The primary responsibility of this position is direct one-on-one patient service.
KEY RESPONSIBILITIES / ESSENTIAL FUNCTIONS
Consistently serves each guest in a professional and efficient manner.
Instructs each guest, visitor, and family member on the Room Service meal system.
Inventories, records, and replaces bulk supplies on their designated nursing unit as needed.
Has knowledge of all diet restrictions/menus utilized.
Delivers between meal nourishments (when needed) directly to each guest.
Total responsibility for all Quality Assurance control points for every aspect of the Room Service system ensuring all actions reflects the overall Room Service goal of achieving a
“5“on patient satisfaction goals.
Must participate as a team member by anticipating guest/team member needs and being proactive to the concern.
Working in the kitchen to dry trays, bag silverware, clean carts, etc., when needed.
Demonstrates computer literacy.
Responsible for active participation in performance improvement standards.
Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
Performs compliance requirements as outlined in the Employee Handbook
Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
Requires use of electronic mail, time and attendance software, learning management software and intranet.
Must adhere to all DCH Health System policies and procedures.
All other duties as assigned.
MINIMUM KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED
High school graduate or equivalent preferred. Absolutely crucial to be able to have positive one-on-one interaction with different levels of patients, patient’s families, doctor’s, nursing, and other staff within the hospital setting. Knowledge of Microsoft Windows and Word is strongly recommended. Working with laptops and using cell phones are required. This position will require strong customer relation, communication, prioritization, and multi-task skills. Will be required to complete the ServSafe class within six months after hire and score a minimum of 75% on the written test. Must be able to read and write legibly, speak, and comprehend English and be able to follow written and oral instructions.
Environmental: May require working in a hot humid environment around food service equipment for most of shift. Will also require going into walk-in refrigerators at < 40 degrees and walk-in freezers at < 0 degrees for extended periods of time; possible risk of injury from sharp objects, hot surfaces, steam, cleaning/sanitizing agents, and moving equipment.
Physical: Medium work. An individual must be able to exert 20 to 50 lbs. of force occasionally and/or 10 – 25 lbs. of force frequently on a regular basis. Physical requirements also include the abilities to stand, constant walking, kneel, sit, or stoop, and reach over head with good balance on wet tile floors for extended periods of time. Occasionally having hands in water and cleaning solutions. Maximum exposure to patients in patient rooms and PPE protocols will be required. Physical presence onsite is essential. Hearing and vision must be normal or corrected to within normal range. Also must be able to perform the duties with or without reasonable accommodation.
Psychological: Constantly be able to work in close proximity and communicate well with coworkers. This position will require maximum interaction with external customers like, doctors, patients and patient families, staff, etc. and occasionally dealing with unpleasant people. Cell phones and computer usage is crucial to performing the Ambassador duties. The use of two patient identifiers for patient safety and to meet mandatory JCAHO regulations is required for every patient and every meal served by the Ambassador. Customer service skills are strongly encouraged.
As a community-owned, not-for-profit organization, DCH Health System is committed to providing quality health care services to all residents...