PATIENT HOST/HOSTESS

About the Role

This position is responsible for both front and back of the house meal service processes, including menu selection, meal ticket processing, ADT’s, tray delivery and collection, and direct communication with nursing staff and family members.

Responsibilities

Patient Services (Front of the House)

• Introduces the menu process via the menu platform.
• Uses spoken menu guidelines to obtain menu selections electronically.
• Navigates patient profiles and adheres to diet order guidelines, fluid restrictions, and preferences.
• Utilizes family and nursing input when appropriate.
• Calls patients in isolation rooms as able.
• Delivers and collects trays at meal service; assists with tray set up as needed.
• Delivers tube feedings (TF’s) to units.
• Orders and delivers floor stock to patient units.
• Supports patient satisfaction initiatives.

Patient Services (Back of the House)

• Answers phones and handles call requests or issues; notifies supervisor if needed.
• Processes meal tickets for meal service.
• Prints tally reports for meal service.
• Prints TF labels.
• Prints paper menus for behavioral health; enters selections as needed.
• Completes department spreadsheet statistics.
• Utilizes downtime procedures in emergency situations.
• Stocks supplies in kitchen area as assigned.

Regulatory/Sanitation

• Practices universal precautions for menu selection and tray service; adheres to infection control guidelines for isolation patients.
• Uses 2 patient identifiers when entering a room.
• Checks and handles expiration dates of TF’s and pantry items.
• Completes daily cleaning assignments as assigned.

Service Excellence

• Performs excellent customer service when entering a nursing unit and patient room.
• Communicates directly with nursing unit staff.
• Handles service recovery immediately and involves supervisor as needed.
• Receives and distributes all messages in a timely manner.
• Identifies and refers patients requiring further nutrition intervention to the dietitian.

• Other duties as assigned.

Requirements

• High School Diploma, GED, or higher level of education.
• One (1) to two (2) years of experience in customer service, food service, retail, nutrition, or hospitality.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment.
• Strong ability to communicate complex and/or controversial topics to a wide and diverse audience.

Preferred Qualifications

• Experience in a healthcare setting.
• ServSafe Food Safety Certification.
• Act 34-PA Criminal Record Check from the PA State Police system.

Schedule

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
• Travel may be expected locally between system locations.
• Rotates all shifts, including 8-hour shifts and overtime (+8 hrs/shift; 40 hrs/wk).
• On-call and potential for 10-12 hour shifts.

Work Environment & Physical Demands

Effective March 2020 or during a pandemic: goggles, face shield, and mask are required according to CDC guidelines.

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Environmental Conditions

Physical Condition Essential Marginal Constantly Frequently Occasionally Rarely Never Extreme Heat X X Extreme Cold X X Heights X X Confined Spaces X X Extreme Noise (>85dB) X X Mechanical Hazards X X Use of Vibrating Tools X X Operates Vehicle (company) X X Operates Heavy Equipment X X Use of Lifting/Transfer Devices X X Rotates All Shifts X X 8 Hours Shifts X X 10-12 Hours Shifts X X On-Call X X Overtime (+8/hrs/shift; 40/hr/wk) X X Travel Between Sites X X Direct Patient Care X X Respirator Protective Equipment X X Eye Protection X X Head Protection (hard hat) X X Hearing Protection X X Hand Protection X X Feet, Toe Protection X X Body Protection X <