Hospitality Associate - PT (VBMC)

About the role

Position is responsible for assisting patients or guests in completing diet-appropriate room service meal orders and completing adequate communication with other areas to ensure completion of order, while providing exceptional customer service.

Responsibilities

• Facilitates ordering of room service meals and provides exceptional customer service to patients and guests via call system.
• Maintain a neat and professional work environment, quiet and free of clutter; only up-to-date information required to assist guests should be posted.
• Sign into call system in a timely manner ready to assist guests.
• Greet callers and maintain a professional conversation; speak in a slow, clear manner to ensure effective communication.
• Perform appropriate patient verification to ensure patient information is accurate.
• Guide caller through the order process and item selection, ensuring order is in compliance with prescribed diet order.
• Make recommendations or suggestions as needed to ensure an exceptional meal experience, including offering condiments or complementary items as appropriate.
• Confirm with caller the requested delivery time and review the process for meal delivery, setting expectations for timeframe.
• Professionally handle any caller concerns or requests using exceptional customer service and involving a supervisor when appropriate.
• Maintain appropriate communication with the food services team to ensure requests are handled in a timely and professional manner and collaborate to ensure special patient needs are met.
• Visits patients as assigned to obtain meal selections if they are unable to call into the call center or require assistance:
  • Greet patient, staff and visitors in a courteous manner.
  • Explain room service program and meal selection process and assist patient in selecting meal item.
  • Perform appropriate patient verification to ensure patient information is accurate.
  • Guide patient or designee through the order process and item selection ensuring order is compliant with prescribed diet order.
  • Make recommendations or suggestions as needed to ensure an exceptional meal experience, including offering condiments or complementary items as appropriate.
  • Confirm with patient or designee the requested delivery time and review the process for meal delivery, setting expectations for timeframe.
  • Professionally handle any concerns or requests using exceptional customer service and involving a supervisor when appropriate.
  • Educate family or visitors on room service program and provide steps for calling in the patient's meal selections should they wish to participate.
• Collaborate with food services team and other department teams as needed to ensure exceptional patient care and maintain patient safety:
  • Maintain communications with the food services team and collaborate to ensure any special requests or needs are consistently fulfilled.
  • Provide documentation or reports to the food services team and Nutrition Associate Manager as requested in a timely manner.
  • Report any identified patient safety concerns or potential patient safety issues to a supervisor immediately.
  • Maintain communication with Registered Dietitians to report any patient nutrition concerns or identify opportunities for education or intervention.
• Promotes a safe and efficient working environment by adhering to safety pledge, and hospital and department policies and procedures:
  • Adheres to all policies and procedures including but not limited to Infection Control, Safety and Quality Improvement Policies and Procedures at all times.
  • Reports immediately all incidents, irregularities, unsafe conditions, equipment/computer problems and/or unusual occurrences to supervisor.
  • Attends and actively participates in monthly staff meetings and in-services with no unexcused absences as documented in minutes.
  • Wears hair restraint when in kitchen, washes hands before and after handling food, and wears gloves when handling food.
  • Wears uniform as assigned and maintains in a neat and professional manner in accordance with department standard.
  • Maintains office appearance in a neat and orderly manner at all times.
  • Initiates call to Help Desk and/or CBORD regarding computer issues and implements downtime and recovery procedures.
• Demonstrates regard for the dignity and respect of all patients, family members, visitors and hospital personnel as defined in the philosophy of Vassar Brothers Medical Center:
  • Displays a caring and courteous attitude and represents the hospital in a positive manner to all persons noted above.
  • Promotes and contributes positively to intra-departmental and inter-departmental relationships with no more than two complaints in a six-month period.
  • Maintains the confidentiality of employees and departmental information with no infractions.
  • Adheres to departmental and hospital dress codes as observed by supervisor, and wears a VBMC picture identification badge 100% of the time.
  • Demonstrates willingness to assist co-workers and/or to accept additional assignments as requested to support the department's efficiency as observed by the supervisor.
  • Responds to all supervisors' requests for information and assists in a timely and courteous manner.
  • Demonstrates a high level of mental and emotional tolerance and even temperament when dealing with people; uses tact, sensitivity and sound judgment at all times.

Education

• High school diploma or equivalent required.
• Degree in nutrition-related field or DTR preferred.

Experience

• 1 year prior experience in Healthcare Nutrition required.
• Strong interpersonal and customer service skills required.
• Candidate must be able to speak in a clear, concise manner and possess excellent verbal communication skills.

Skills

• Word-processing required.

Pay

$18.13 – $34.50 hourly