Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.
HOUSTON METHODIST EXPERIENCE EXPECTATIONS
Provide personalized care and service by consistently demonstrating our I CARE values:INTEGRITY: We are honest and ethical in all we say and do.COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.ACCOUNTABILITY: We hold ourselves accountable for all our actions.RESPECT: We treat every individual as a person of worth, dignity, and value.EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.Practices the Caring and Serving ModelDelivers personalized service using HM Service StandardsProvides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given jobDisplays cultural humility, diversity, equity and inclusion principlesActively supports the organization's vision, fulfills the mission and abides by the I CARE values Responsibilities PEOPLE ESSENTIAL FUNCTIONS
Explains procedure for ordering of meals to all patients. Anticipates the need of the patient and responds appropriately. Interacts in a positive, professional manner with patients, family members and/or nursing on a daily basis. Communicates clearly and professionally, whether verbally or in writing, to take patient orders, promoting both work efforts and problem resolution.Communicates with unit and on-call Dietitian to clarify discrepancies in diet orders and to ensure patient needs are met. Partners with the Nutrition Assistant to ensure patients selections are communicated to tray line.Communicates pertinent information (difficulty eating, poor appetite, nourishment concerns, formula usage, requests to see the Dietitian, nutrition consult orders) to ensure proper handling and timely processing of information.Promotes, develops and sustains teamwork. Conducts self in a manner that is congruent with cultural diversity, equity and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.
SERVICE ESSENTIAL FUNCTIONS
Assists with incoming calls. Enters census for trays provided to guest and outpatient areas, accurately entering patient meal orders into the computerized departmental software. Dispatches received messages, as appropriate, and orders in a timely manner upon receipt.Navigates and confirm patient's diet orders and notes in EMR. Maintains knowledge of diets when negotiating alternatives to selections when items requested are not allowed on the patient's diet or when greater variety is needed, offers alternative items to increase patient satisfaction with service.Confers with patients by phone to obtain their patient meal request, utilizing computerized department software in recording information (allergies, late/hold, paper service, notes, etc.) in the proper manner so that concise instructions relating to patient care are maintained and followed. Assists in plating food items on patients' trays during peak times as per team leader or manager.Resolves promptly any issues, which may occur with any of the patient dining services programs and refers complaints to the appropriate departmental staff member for investigation and follow-up. Recommends improvements of department score for patient satisfaction, through peer-to-peer accountability to service standards.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Properly enters menu selections for patients with accuracy and consistency, keeping current and knowledgeable of patient diet orders and hospital menus. Delivers and updates Welcome Packets, patient menus.Compiles all documentation into monthly reports specified by management staff. Assists in creating reports and handouts per management request.Matches patient meal worksheets with the computerized departmental software sheets to determine accuracy of information received through the orders interface, ensuring that patient diets are appropriately modified to meet the physician prescribed diet order.Accurately notes patient preferences using information received from the tray check sheets, fax machines, printer, patient, nursing or the Dietitian.
FINANCE ESSENTIAL FUNCTIONS
Completes tracking of nutrition products delivered or returned. Inventories and keeps office supplies at pre-established amounts to reduce waste and stay within budgeting funds.Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.
GROWTH/INNOVATION ESSENTIAL FUNCTIONSSeeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises. Qualifications EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
WORK EXPERIENCE
One year experience in customer service, diet office, dietetic field or call center preferred License/Certification LICENSES AND CERTIFICATIONS - REQUIRED
Food Handlers Permit -- by the Texas Department of State Health Services (TXDSHS) or by the American National Standards Institute (ANSI) KSA/ Supplemental Data KNOWLEDGE, SKILLS, AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluationsSufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or securityAbility to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principlesDemonstrates skills and initiative in problem-solving and improving productivityAbility to engage in multiple activities simultaneously, maintain accurate records and timely turnaround and completion of ordersDemonstrates skills and ability to handle complaints and resolves problems in the absence of the Supervisor/Team LeaderMust possess good communication skills and be able to work in a fast-paced environmentDemonstrates skills and ability to obtain as well as analyze pertinent information in order to make informed decisionsAble to work independently with limited supervision and requires the ability to listen wellDemonstrates active listening skills giving full attention to what other people are sayingAbility to adapt to a changing work environmentUtilizes good judgment in professional decision-makingCompetency in standard software applications (Outlook, Excel) and the ability to the computerized departmental software system
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform YesScrubs NoBusiness professional NoOther (department approved) Yes
ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
On Call* No
TRAVEL**
**Travel specifications may vary by department**
May require travel within the Houston Metropolitan area NoMay require travel outside Houston Metropolitan area No Company Profile
Houston Methodist West Hospital is committed to leading medicine in West Houston, Katy and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, personalized service and innovation. The growing campus offers more than 200 beds, 19 operating rooms and over 1,500 employees, with access to the most innovative medical and surgical care available, including robotic and minimally invasive surgery, full-spectrum heart care, state-of-the-art imaging, cancer care, labor and delivery with a level II neonatal ICU, neurology and neurosurgery, orthopedics and sports medicine, outpatient rehabilitation and 24/7 emergency services.
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Houston Methodist is an Equal Opportunity Employer.
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