Patient Hospitality Service Rep

BMC Software•Boston, MA

9d•Onsite

About The Position

Under general supervision, the Patient Hospitality Service Representative is responsible for transporting, operating, and maintaining the Retherm (thermal trays) cart and its companion cart. They provide individualized meal service to every patient, assembling patient meal trays following diet orders and ensuring diet accuracy. This role involves consulting with nursing staff to maintain accurate patient information and collecting patient meal trays. The representative must follow established sanitation procedures for cleaning the Retherm Cart, companion cart, serving utensils, trays, dishes, and miscellaneous items used on the cart. They also maintain and deliver nourishment supplies as ordered to patient floor units, follow established guidelines for food items in patient units, and record food, refrigerator, and freezer temperatures daily to ensure food safety. This position involves working independently and requires pride of ownership for the cart and the service provided to patients, ensuring patient meal satisfaction. The individual must be self-motivated, self-directed, and able to work well alone or in a group setting, performing multiple task assignments. They will occasionally be requested to mentor and train new employees.

Requirements

Must have a minimum of two years' experience in a food service /customer service environment.
Must possess knowledge of basic principles of nutrition, diets, recipes, food preparation and service.
Must be able to read, write and communicate fluently in English.
Ability to interact and communicate with patients, medical staff, dietary staff, and able to follow accurately diet orders.
Must demonstrate effective interpersonal and communication skills with a background in customer or patient service.
Must be able to follow the standards of federal, state and local regulatory agencies requirements for sanitation, food preparation and handling.
Must be able to lift up to 40lbs and transport the meal cart to unit floors for meal service without assistance.
Must have sufficient dexterity to handle food and equipment efficiently and safely.
Position requires incumbent to walk and stand 95% of the time while engaged in job routine activities.
Adept at typing and possesses computer skills and knowledge.
Must be vaccinated against COVID-19 and flu, as well as receive a booster dose of the COVID-19 vaccine.

Nice To Haves

Patient feeding experience with all age groups and diet experience preferred.

Responsibilities

Assemble meal service cart and its companion cart with all food items and condiments to match menu and diet orders.
Adhere to safe food handling practices while maintaining food’s proper temperatures.
Program and operate cart to refrigerate, heat, and hold temperatures of food.
Notify supervisor of malfunctioning of equipment upon observance.
Transport meal cart and its companion cart without assistance to designated patient unit within scheduled time.
Avoid unnecessary damage to cart, its equipment, the building’s walls, elevators, and doorways.
Consult with nursing staff about any changes to patients that may affect meal service.
Obtain all necessary information in writing by a nurse or physician.
Refer complaints or problems to Patient Services Manager or Dietary Supervisor.
Prepare cart food items for service.
Match correct measure serving utensils to appropriate menu items.
Record hot and cold food temperatures at the start and the end of meal service for every meal.
Greet patients and communicate menu choices appropriate to their specific diet orders.
Demonstrate knowledge of food being served, such as recipes and food identification.
Refer to dietician when medical questions arise in patient’s diets.
Seek out an interpreter to aid in patient’s menu selection process.
Assemble meal trays according to patient’s choices and diet order.
Arrange food neatly and attractively on each plate and tray.
Deliver meal trays.
Ensure patients are satisfied with menu choices and service before exiting the room.
Collect meal trays; discard food waste and disposable dinnerware and plasticware.
Clean and sanitize carts, trays, china, flatware, serving utensils, and beverage urns.
Reset cart completely for the next meal service.
Conduct at least one Patient Satisfaction Survey per scheduled shift.
Visit patients to discuss dietary issues such as quality of meal service, diet preferences and comments.
Record answers and forward completed surveys to Patient Services Manager.
Answer telephone in courteous manner, identifying self and department at all times.
Record and keep accurate patient data in the Diet Office and Dispatch logs.
Ensure delivery of food items to patients within thirty minutes of initial request.
Enter, update, and maintain accurate patient diet information using Computrition software.
Deliver nourishments and floor stock to patient units.
Maintain established par levels.
Rotate stock and follow policy regarding expired food items.
Record patient unit’s refrigerator and freezer temperatures daily.
Maintain a clean and orderly area where supplies are stored on each unit.
Prepare special infant and adult formulas, shakes, and tube feedings using a commercial blender.
Follow written recipes and instructions as directed.
Maintain equipment, tools, and the formula room are kept clean and sterile.
Assist with the orientation of new staff members by demonstrating basic duties of the job and provide on the job training as needed.
Observe all of BMC’s behavioral standards.
Report to work clean and neat in appearance, in authorized uniform attire for all scheduled shifts.
Utilizes hospital’s behavioral standards as the basis for decision making and to support the hospital’s mission and goals.
Follow established hospital infection control and safety procedures.
Follow established HACCP guidelines for food safety.
Fulfill all mandatory hospital, state, and regulatory employment requirements.