Hospitality Associate - PT

Room Service Assistant

Position at Vassar Brothers Medical Center

Northwell is the largest not-for-profit health system in the Northeast, serving residents of New York and Connecticut with 28 hospitals, more than 1,000 outpatient facilities, 22,000 nurses and over 20,000 physicians. Northwell cares for more than three million people annually in the New York metro area, including Long Island, the Hudson Valley, Connecticut and beyond, thanks to philanthropic support from our communities. Northwell is New York State's largest private employer with over 104,000 employees including members of Northwell Health Physician Partners who are working to change health care for the better.

Summary:

Position is responsible for assisting patients or guests in completing diet appropriate room service meal orders and completing adequate communication with other areas to ensure completion of order, while providing exceptional customer service.

Responsibilities:

1. Facilitates ordering of room service meals and provides exceptional customer service to our patients and guests via call system.

• Maintain a neat and professional work environment, quiet and free of clutter. Only up to date information required to assist guests should be posted.
• Sign into call system in a timely manner ready to assist guests.
• Greet callers and maintain a professional conversation. Speaks in a slow, clear manner to ensure effective communication.
• Perform appropriate patient verification to ensure patient information is accurate.
• Guide caller through the order process and item selection ensuring order is in compliance with prescribed diet order.
• Make recommendations or suggestions as needed to ensure an exceptional meal experience making sure to offer condiments or complementary items as appropriate.
• Confirm with caller requested delivery time.
• Review process for meal delivery and set expectation of timeframe for caller.
• Professionally handle any caller concerns or requests using exceptional customer service and involving a supervisor when appropriate.
• Maintain appropriate communication with the food services team to ensure requests are handled in a timely and professional manner and collaborate to ensure special patient needs are met.

2. Visits patients as assigned to obtain meal selections if they are unable to call into the call center or require assistance.

• As assigned visit patients to obtain meal selections via electronic device provided.
• Greet patient, staff and visitors in a courteous manner.
• Explain room service program and meal selection process and assist patient in selecting meal item.
• Perform appropriate patient verification to ensure patient information is accurate.
• Guide patient or designee through the order process and item selection ensuring order is in compliant with prescribed diet order.
• Make recommendations or suggestions as needed to ensure an exceptional meal experience making sure to offer condiments or complementary items as appropriate.
• Confirm with patient or designee requested delivery time.
• Review process for meal delivery and set expectation of timeframe for caller.
• Professionally handle any concerns or requests using exceptional customer service and involving a supervisor when appropriate.
• When appropriate educate family or visitors on room service program, provide with steps for calling in the patient's meal selections should they wish to participate.

3. Collaborate with food services team and other department teams as needed to ensure we are providing exceptional patient care and maintaining patient safety.

• Maintain communications with the food services team and collaborate to ensure any special requests or needs are consistently fulfilled.
• Provide documentation or reports to the food services team and Nutrition Associate Manager as requested in a timely manner.
• Report any identified patient safety concerns or potential patient safety issues to a supervisor immediately.
• Maintain communication with Registered Dietitians to report any patient nutrition concerns or identify opportunities for education or intervention.

4. Promotes a safe and efficient working environment by adhering to safety pledge, and hospital and department policies and procedures.

• Adheres to all policies and procedures including but not limited to Infection Control, Safety and Quality Improvement Policies and Procedures at all times.
• Reports immediately all incidents, irregularities, unsafe conditions, equipment/computer problems and/or unusual occurrences to supervisor.
• Attends and actively participates in monthly staff meetings and in-services with no un-excused absences as documented in minutes.
• Wears hair restraint when in kitchen, washes hands before and after handling food, and wears gloves when handling food.
• Wears uniform as assigned and maintains in a neat and professional manner in accordance with department standard.
• Maintains office appearance in a neat and orderly manner at all times.
• Initiates call to Help Desk and/or CBORD regarding computer issues, implements downtime and recovery procedures.

5. Demonstrates regard for the dignity and respect of all patients, family members, visitors and hospital personnel as defined in the philosophy of Vassar Brothers Medical Center.

• Displays a caring and courteous attitude and represents the hospital in a positive manner to all persons noted above
• Promotes and contributes positively to intra-departmental and inter-departmental relationships with no more than two complaints in a six-month period.
• Maintains the confidentiality of employees and departmental information with no infractions.
• Adheres to departmental and hospital dress codes as observed by supervisor, and wears a VBMC picture identification badge, 100% of the time.
• Demonstrates willingness to assist co-workers and/or to accept additional assignments as requested to support the department's efficiency as observed by the supervisor.
• Responds to all supervisors requests for information and assists in a timely and courteous manner.
• Demonstrates a high level of mental and emotional tolerance and even temperament when dealing with people; uses tact, sensitivity and sound judgment at all times.

Education:

• Requires high school diploma or equivalent.
• Degree in nutrition related field or DTR preferred.

Experience:

• Requires 1 year prior experience in Healthcare Nutrition.
• Requires strong interpersonal and customer service skills.
• Candidate must be able to speak in a clear, concise manner and possess excellent verbal communication skills.
• Computer skills in word-processing required.

Company: Vassar Brothers Medical Center

Org Unit: 1230

Department: Dietary

Exempt: No

Salary Range: $18.13 - $34.50 Hourly