Clerk, Dietary Office Operator: FT, Varies

Firelands Health•Sandusky, OH

13d•Onsite

About The Position

The Diet Office Operator provides a high quality dining experience to patients which meets their nutritional requirements and service expectations regarding temperature, timeliness and food quality. Performance improvement processes are utilized to identify, assess and evaluate areas for improvement. This role acts as a liaison between the customer (i.e. nursing team members, patient, patient family members) and the Nutritional Services Department utilizing excellent customer service skills and communication skills. The operator proactively communicates with patients during the meal order taking process utilizing appropriate customer service standards for patient interaction/communication. They utilize the diet office computer system to place/maintain electronic card files for each patient and take patient meal orders. The operator assists patients with menu selection via telephone as necessary, provides basic diet information, and consults registered dietitians for medical nutrition therapy intervention when poor patient diet comprehension or insufficient intake is noted. They update the diet office computer system with patient special nutritional needs, communicate patient needs to nursing team members, host/hostess, or registered dietitian as necessary, and communicate information about wrong or missing items to the kitchen. Additionally, they print patient meal/diet reports, prepare paper menus for mental health patients, and maintain a supply of hospitality folders. Other clerical tasks as directed by a supervisor and performance improvement monitors are also part of the responsibilities. Safety and sanitation are also key, requiring compliance with department dress code, correct body mechanics, proper chemical usage, practicing "clean as you go", adhering to standard precautions, utilizing appropriate safety techniques, and maintaining an orderly office.

Requirements

Behavioral expectations include: striving for excellence (setting challenging goals, producing quality work, finding better/more efficient ways to do things); acting flexibly (adapting to change); meeting customer needs (meeting internal and external customer needs); working as a team (being a team player); fostering diversity in the workforce (treating all staff members with respect, integrity, and dignity); and being self-directed (taking the initiative and responsibility for actions).
Good communication skills; speak and write English.
Good math skills.
Some typing required.
Familiar with Windows computer operating system.
Must be 18 years of age.
Six months hospital food service experience; familiar with food assembly techniques.
Must have the ability to rotate shifts (6:00AM – 2:30PM / 10:30AM – 7:00PM).

Nice To Haves

Experience with modified diets preferred.

Responsibilities

Provides a high quality dining experience to patients which meets their nutritional requirements and service expectations regarding temperature, timeliness and food quality.
Utilizes performance improvement processes to identify, assess and evaluate areas for improvement.
Demonstrates a commitment to meeting customer expectations.
Demonstrates a commitment to Firelands Regional Medical Center mission, values, and philosophy in the performance of duties.
Demonstrates a commitment to service breakthrough through personal example and prompt follow-up on opportunities to improve service.
Demonstrates a “can-do” attitude in all customer interactions.
Partners with hospital associates to meet customer expectations for service.
Collaborates with hospital department and fellow associates to meet customer expectations for service.
Demonstrates accuracy and clarity in both verbal and written communications.
Demonstrates sound decision-making; takes responsibility for decisions.
Communicates pertinent patient and operational information to the appropriate resource for follow-up.
Demonstrates a respect for the confidentiality of patient information.
Demonstrates teamwork in the performance of duties.
Maintains telephone customer service standards.
Maintains HIPAA standards during all radio and telephone communication.
Acts as a liaison between the customer (i.e. nursing team members, patient, patient family members) and the Nutritional Services Department utilizing excellent customer service skills and communication skills.
Proactively communicates with patients during the meal order taking process utilizing appropriate customer service standards for patient interaction/communication.
Utilizes diet office computer system to place/maintain electronic card file (i.e. enters patient name and diet order) for each patient and takes patient meal orders as calls come in.
Assists the patient with menu selection via telephone as necessary.
Provides basic diet information as patient interaction requires facilitating patient understanding of foods that are compliant and non-compliant with diet order.
Consults registered dietitian for medical nutrition therapy intervention when poor patient diet comprehension or insufficient intake is noted.
Updates diet office computer system with patient special nutritional needs.
Communicates patient needs to nursing team members, host/hostess, or registered dietitian as necessary.
Communicates information about wrong or missing items to the kitchen.
Prints patient meal/diet reports from diet office computer system and hospital computer system as directed.
Prepares paper menus for mental health patients which includes ensuring name, room number, and diet order are on each menu and menu choices are diet compliant.
Maintains supply of hospitality folders with Directory of Services and Information About Your Diet pieces inserted.
Completes other clerical tasks as directed by supervisor.
Completes performance improvement monitors as directed.
Practices safety and sanitation techniques which meet department standards and regulatory requirements.
Complies with department dress code policy.
Uses correct body mechanics in the performance of duties.
Utilizes chemicals according to department and manufacturer guidelines.
Practices “clean as you go” in day-to-day task assignments.
Practices standards precautions in the performance of duties.
Utilizes the appropriate safety technique in the performance of duties.
Maintains office in a neat, orderly manner.