Nutrition Guest Representative

South Shore Health•Weymouth, MA

1d•Onsite

About The Position

Under the direction of the Supervisor/Manager, the Nutrition Guest Representative is responsible for all activities that create a positive patient experience with nutrition services. This includes utilizing an automated system to obtain patient menus, reviewing choices with patients to ensure understanding and compliance with diet orders, and delivering meals. The role also involves performing customer satisfaction rounds after meal service, collecting trays, and overseeing nourishment kitchen stocking, rotation, and sanitation. All services must comply with proper food handling techniques, infection control policies, and safety guidelines of the hospital and regulatory agencies. The representative enhances the South Shore Hospital experience for patients, families, and visitors by providing appropriate hospitality and food services, contributing to departmental patient satisfaction goals, and fostering a pleasant, professional, safe, and clean work environment.

Requirements

Ability to utilize automated systems for menu selections.
Compliance with proper food handling techniques, infection control policies, and safety guidelines of the hospital and all regulatory agencies.
Ability to work well with peers.
Ability to utilize all resources available (current diet, missing menu, unit manager, etc.) to ensure patient visits.
Ability to utilize service recovery tools for patient complaints.
Ability to follow all department scripting.
Ability to follow patient identification protocol.
Demonstrated understanding of all patient care signage reflecting patients at risk (Falling Star, Suicide Precaution, Behavior issues, NPO, supervised, etc.).
Knowledge of Infection Control guidelines: Universal Precautions, Isolation specific signage, etc.
Ability to access Interpreter assistance and Culture vision as needed.
Ability to communicate any concerns or issues to Manager, Supervisor, Nutrition Coordinator or Dietitian.
Adherence to department uniform policy and hospital dress code.
Ability to effectively utilize systems such as Outlook, Epic, CBORD, My Time, HealthStream.
Willingness and ability to learn and utilize new technology and procedures.
Availability to work varied shifts (6:30a-3:00p and 4:00p-7:30p).
Availability to work weekdays, weekends, and Holidays.

Responsibilities

Visit patients, of all ages, daily as assigned for menu selections, ensuring all visits contribute to positive patient outcomes and enhance patient satisfaction.
Utilize all available resources (current diet, missing menu, unit manager, etc.) to ensure every patient is visited for menu selections.
Provide patients with an overview of nutrition services, ensuring they understand how meal service works.
Facilitate a warm and friendly relationship with patients, creating memorable experiences intended to exceed patient expectations with food service.
Report any patient complaints to supervisor/manager and utilize service recovery tools.
Follow all department scripting.
Present menus and assist with menu choices, providing laminated menus and informing patients of physician-ordered diets.
Inform patients of physician-ordered diets and inquire about any other special dietary needs or food allergies.
Ensure all meal items provided reflect a review of patient's orders for diet restrictions, food allergies, and texture modifications.
Deliver patient meals and snacks, following department scripting (knocking, introducing self, asking permission to enter).
Follow patient identification protocol by asking the patient to state their name, month, and day of birth to compare to each meal tray.
Ensure bedside tables are cleared and within reach for the patient.
Revisit all patients following meal service to collect dirty trays and return the truck to the dish room within expected time frames.
Ask patients if there is anything else they need, if they are comfortable in the room, and/or need anything cleaned.
Notify Environmental Services of any room-related issues.
Foster a "Culture of Safety" through personal ownership and commitment to a safe environment.
Follow proper patient identification policies.
Demonstrate understanding of all patient care signage reflecting patients at risk (Falling Star, Suicide Precaution, Behavior issues, NPO, supervised, etc.).
Demonstrate knowledge of Infection Control guidelines: Universal Precautions, Isolation specific signage, etc.
Follow department standards: do not engage in horseplay, post wet floor signs as needed, report faulty equipment.
Identify patients at nutritional risk or with special dietary needs.
Review menus with patients for nutritional adequacy, cultural appropriateness, and general satisfaction with items offered; access Interpreter assistance and Culture vision as needed.
Communicate any concerns or issues to Manager, Supervisor, Nutrition Coordinator, or Dietitian.
Follow procedures and food service handling standards for safety and personal hygiene as required by the department.
Properly wash and/or sanitize hands, following Before and After protocols; wear hairnets and gloves whenever serving or working with food.
Convey a professional image by adhering to department uniform policy and hospital dress code; ensure only the standard uniform is worn and kept clean, neat, and free of tears.
Be responsible for Nourishment kitchens in assigned areas.
Inventory stock and restock to established par levels.
Ensure all stock is properly dated, rotated, and stored in proper locations.
Keep refrigeration free of spills.
Ensure condiment cabinets are neat, clean, and organized.
Report refrigerators, tray cabinets, microwaves, and other equipment in kitchenettes that need detail cleaning to the manager or supervisor.
Embrace technological solutions to work processes that enhance departmental practices, communications, and continuous learning.
Effectively utilize systems: Outlook, Epic, CBORD, My Time, HealthStream, etc.
Manage/monitor own timecard.
Monitor emails and tiger messages for communications.
Participate in continued learning.
Complete all assigned mandatory education within expected time frames.
Possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
Embrace technological advances that allow effective and efficient communication of information based on role.
Perform all other duties per operational needs.