PATIENT HOST HOSTESS

Job Summary/Overall Objectives

This position is responsible for both the front and back of the house meal service processes to include menu selection, meal ticket processing, ADT’s, and tray delivery and collection while using excellent customer service skills. This position is a direct line of communication to nursing and family members.

Essential Job Functions

• Patient Services (Front of the House)
  • Introduces the menu process via the menu platform
  • Uses the spoken menu guidelines to obtain menu selections electronically
  • Navigates patient profile and adheres to diet order guidelines, fluid restrictions, and preferences
  • Utilizes family and nursing when appropriate
  • Calls patients in isolation rooms as able
  • Delivers and collects trays at meal service; helps with tray set up as appropriate
  • Delivers 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 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 room
  • Checks and handles expiration dates of TF’s and pantry items
  • Completes daily cleaning assignments as assigned
• Service Excellence
  • Performs excellent customer service skills 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.

Competency and Experience [Knowledge, Skills and Abilities]

Required Qualifications/Experience

• 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, and knowledge of legal aspects and liability of nursing practice.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.

Preferred Qualifications/Experience

• Experience in Healthcare setting.

License, Certification & Clearances

• ServSafe Food Safety Certification preferred.
• Act 34-PA Criminal Record Check from the PA State Police system

Position Type/Expected Hours of Work

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
• Travel may be expected locally between System locations.

Equal Employment Opportunity

Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.

Disclaimer

This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Work Environment

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

Physical Demands

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