NUTRITION GUEST REPRESENTATIVE at South Shore Health

Job Description SummaryUnder the direction of the Supervisor/Manager, duties include all activities for creating a positive patient experience with nutrition services. Utilizing automated system, obtains patient's menus; reviews choices with patients to ensure understanding and compliance to diet order. Responsible for delivery of meals: performs customer satisfaction rounds with patients after meal service and collects trays. Oversees nourishment kitchen stocking, rotating and sanitation. All guest rep services are performed in compliance with proper food handling techniques, infection control policies, and safety guidelines of the hospital and all regulatory agencies. Enhances the South Shore Hospital experience for patients, their families and visitors by providing appropriate hospitality and food services in a manner that reflects well on the hospital's reputation and image. Contributes to departmental patient satisfaction goals for excellence in all patient interactions. Works well with peers, contributes to a pleasant, professional, safe clean work environment.Job DescriptionEssential Functions1. Visits patients, of all ages, daily; as assigned for menu selections. All visits are conducted in a manner that contributes to positive patient outcomes and enhances patient satisfaction.a. Utilizes all resources available (current diet, missing menu, unit manager, etc.) to ensure every patient is visited for menu selectionsb. Provides patients with overview of nutrition services, ensuring patients understand how meal service worksc. Facilitates a warm and friendly relationship with patients; creating memorable experiences intended to exceed patient expectations with food service. Reports any patient complaints to supervisor/manager & service recovery tools are utilizedd. All department scripting is followed2. Presents menus and assists with menu choicesa. Provides laminated menus; informs patient of physician ordered dietb. Informs patient of physician ordered diet and asks if they have any other special dietary needs or food allergiesc. All meal items provided reflect review of patient's orders for diet restrictions, food allergies and texture modifications3. Delivers patients meals and snacksa. Follows department scripting; knocks, introduces self by name & dept, asks for permission to enterb. Follows patient identification protocol; asks patient to state name, month & day of birth & compares to menuc. Bedside tables are cleared and within reach4. Revisits all patients following meal servicea. Dirty trays are collected and truck returned to dish room within expected time framesb. Patients are asked if there is anything else they need; if they are comfortable in the room and/or need anything cleanedc. Environmental Services is notified of any room related issues5. Safety Awareness - Fosters a "Culture of Safety" through personal ownership and commitment to a safe environment.a. Follows proper patient identification policiesb. Demonstrates understanding of all patient care signage reflecting patients at risk - Catch a Falling Star, Suicide Precaution (black dot), Behavior issues (blue dot)c. Demonstrates knowledge of Infection Control guidelines: Universal Precautions, Isolation specific signaged. Follows department standards: does not engage in horseplay, posts wet floor signs as needed, reports faulty equipment6. Identifies patients at nutritional risk or with special dietary needsa. Menus are reviewed with patient for nutritional adequacy, cultural appropriateness and general satisfaction w/ items offered; is able to access Interpreter assistance and Culture vision as neededb. Communicates any concerns or issues to Nutrition Coordinator or Dietitian7. Follows procedures and food service handling standards for safety and personal hygiene as required by departmenta. Hands are properly washed and/or sanitized. Before and After protocols are followed. Hairnets and gloves are worn whenever serving or working with foodb. Appearance conveys a professional image by adhering to department uniform policy and hospital dress code; only standard uniform is worn and is kept clean, neat, and free of tears8. Responsible for Nourishment kitchens in assigned areasa. Inventories stock and restocks to established par levelsb. All stock is properly dated, rotated, and stored in proper locationsc. Refrigeration is kept free of spillsd. Condiment cabinets are neat, clean, and organizede. Refrigerators, Tray Cabinets, Microwaves that need detail cleaning are reported to Supervisor9. Technology and Learning: Embraces technological solutions to work processes that enhance departmental practices, communications, and continuous learninga. Effectively utilizes systems: Outlook, Epic, CBORD, My Time, Healthstream, etc., Manages own time card, Monitors emails for communicationsb. Participates in continued learningc. Completes all assigned mandatory education within expected time framesEssential Functions (Cont.)Con't. Technology and Learninga. Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.b. Embraces technological advances that allow us to communicate information effectively and efficiently based on role.10. Performs all other duties per operational needs.