Patient Ambassador - Food and Nutrition Services

Patient Ambassador

Join our Food & Nutrition team as a Patient Ambassador and play a key role in improving the patient experience. You'll work closely with patients and staff to identify opportunities for improvement, resolve concerns, and support initiatives that enhance service and satisfaction. We're looking for a positive, detail-oriented team member who enjoys building relationships and driving positive change.

Location: Bethesda North Hospital

Schedule: Full-time position, 80-hours bi-weekly. Shift varies. Rotating weekend and holiday commitment.

Incentives & Benefits: We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

Minimum Job Requirements: High School Diploma or GED Diploma or GED. Equivalent relevant experience or 1 year in prior TriHealth Nutrition role is acceptable in lieu of minimum education. 1 - 2 years experience. 3 - 4 years experience in customer service, conflict resolution and compassionate patient/guest interaction.

Job Overview: Leading and monitoring targeted patient experience improvement initiatives with the assigned Food and Nutrition Department. Collaborates with and actively reports to Food and Nutrition associates, providers and staff to develop and implement strategies to assist in improving the food and nutrition experience. Serves as a visible and enthusiastic champion in providing day to day leadership in implementing patient experience improvement initiatives for Food and Nutrition. Serving as a key driver in implementing the improvement plan, serving as a highly visible coach to patient services, and front line staff. Synthesizes patient experience performance and feedback from a variety of sources, and identifies challenges and barriers to improvement in order to create appropriate interventions and provide support to achieve patient experience improvement goals. Be a support person to the FANS staff and build positive relationships in order to drive positive change. Manage complaint and grievance log as well as trend for improvements. Requires critical thinking skills, detail oriented with decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action. Must be flexible with work location assignments.

Job Responsibilities: Completes all assigned tasks as outlined in the ambassador job description and routine. Utilizes Epic and Cbord when taking patient orders to verify patient preferences, diets, allergens and assigning delivery times. Ensures to read and follow all Epic and Cbord notes relative to patient diets. Verify and visit all patients assigned Assist Choice to ensure they have menu choices selected. Resolve any issues or concerns the patient may have in regard to their diets. Communicate with a manager, nurse, and/or dietitian as necessary. Document any patient preferences or concerns/issues in Cbord. Teamwork and flexibility. Is flexible to meet department needs when operational adjustments are necessary. Mentors' and coaches' new employees when relevant to assigned position and/or duties. Works assigned area always keeping service excellence and customer service a priority. Provide prompt courteous and friendly service that exemplifies our commitment to service excellence. Communicates efficiently, effectively and pleasantly with customers, managers and fellow employees as well as having a positive attitude when at work. Always demonstrates The TriHealth Way of Serving/ALWAYS Behaviors as previously reviewed, committed and signed by you. Utilizes AIDET plus promise when communicating with the patients. Uses the HEARD service recovery model when addressing patient complaints.

Other Related Information: Establishes goals and assists in implementation of patient food services needs based upon medical direction, patient population and contract. Informs, coaches, and assists development of patient experience goals. Complies with dietary restrictions on special or modified diets to ensure optimal food preferences are met within guidelines of diet order limitations. Complies with regulatory agencies, including federal, state, and Joint Commission as evidenced by successful completion of surveys with no deficiencies. Visits patients on an assigned nursing unit or area and helps ensure that every patient is visited by a member of the management or professional team at least once during their hospital stay. Ensures patient services staff assists in achieving stated patient satisfaction goals. Follows facility, department, and Company safety policies and procedures to include occurrence reporting. Participates and attends all departmental meetings, staff development, and professional programs, as appropriate. Performs other tasks that may be assigned.

Working Conditions: Bending - Climbing - Occasionally Concentrating - Consistently Continuous Learning - Occasionally Hearing: Conversation - Consistently Hearing: Other Sounds - Interpersonal Communication - Consistently Kneeling - Occasionally Lifting <10 Lbs. - Consistently Lifting 50+ Lbs. - Rarely Lifting <50 Lbs. - Frequently Pulling - Frequently Pushing - Frequently Reaching - Frequently Reading - Consistently Sitting - Rarely Standing - Frequently Stooping - Frequently Talking - Thinking/Reasoning - Consistently Use of Hands - Color Vision - Consistently Visual Acuity: Far Visual Acuity: Near Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS

Welcome everyone by making eye contact, greeting with a smile, and saying "hello"

Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist

Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS

Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met

Offer patients and guests priority when waiting (lines, elevators)

Work on improving quality, safety, and service

Respect: ALWAYS

Respect cultural and spiritual differences and honor individual preferences.

Respect everyone's opinion and contribution, regardless of title/role.

Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS

Value the time of others by striving to be on time, prepared and actively participating.

Pick up trash, ensuring the physical environment is clean and safe.

Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS

Acknowledge wins and frequently thank team members and others for contributions.

Show courtesy and compassion with customers, team members and the community