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
Greets patients, using their name whenever possible, and educates them on the dining services programs/process, specific to their physician prescribed diet order when available. Interacts in a positive, professional manner with patients, family and staff. Communicates clearly and professionally to nursing, interprofessional staff and peers to promote both work efforts and problem resolution.Serves as the first point of contact for all complaints involving patient Food Services. Follows through with resolving any problems and communicating to management when patient food service problems are identified.Communicates pertinent information, e.g., difficulty eating, poor appetite, nourishment concerns, formula usage, requests to see the Dietitian, etc., to ensure properly handling and processing of information.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
Assures that all new admits receives information regarding the operation of the dining services program and their prescribed diets. Assists and accommodates patients, as needed, with information regarding their diets, e.g. answering questions about their menu selections, placing their order using computerized software, meal ordering directions and problems, etc. Distributes tube feedings, nourishments/supplements, fruit baskets, birthday cakes, when ordered, to patients at the assigned times.Identifies menu items and describes every item on the menu, responding to inquiries regarding taste and ingredients, as appropriate.Checks the tray for accuracy and presentation prior to delivering to the patient. Secures any missing items or additional items requested by the patient at the time of delivery. Assists in plating food items on patients' trays during peak times, per team leader or management. Delivers trays and sets up accordingly.Accurately logs and tracks customer concerns on appropriate document. Utilizes appropriate patient identifiers prior to meal delivery. Ensures that patients are satisfied with all levels of service ensuring that patient is satisfied prior to leaving the room. Contributes towards improvement of department score for patient satisfaction, through peer-to-peer accountability to service standards.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
Confirms diet orders listed as ¿no orders¿ on the patient meal work sheets, including orders, which do not conform to standard diet orders, maintaining current and knowledgeable of patient diet orders and hospital menus. Reviews Insulin reports/tickets for patients on diabetic medications that require medication reminders prior to meal delivery as appropriate; contacts nursing accordingly.Performs quality or PI projects, as directed, which may include test trays. Ensures correct selection of meals is served to reduce waste and redundancy. Collects soiled trays from patient rooms, returns to food carts and records calorie count information on the tray tickets.Provides accurate documentation of work performed. Maintains an orderly work area, ensuring that supplies, equipment, parts, etc. are stored in cabinets, closets or other designated areas.
FINANCE ESSENTIAL FUNCTIONS
Inventories and keeps condiments at pre-established amounts to reduce waste and stay within budgeting funds. Maintains stock of patient menus on assigned floors.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 FUNCTIONSMakes recommendations to improve patient satisfaction scores through excellent room service advocacy. Assists management in developing as well as implementing process improvements for increasing patient satisfaction.Seeks 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 of customer service or hospitality experience preferred License/Certification LICENSES AND CERTIFICATIONS - REQUIRED
Food Handlers Permit -- Accredited food handler training course approved 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 principlesMust possess good communication skills and be able to work in a fast-paced environment.Demonstrates good judgment in professional decision-making.Demonstrates skills and ability to obtain as well as analyze pertinent information in order to make informed decisionsDemonstrates active listening skills giving full attention to what other people are sayingDemonstrates the skills and ability to take appropriate follow up action to ensure that the workload is processed and identified discrepancies are resolved within established time framesDemonstrates good judgment in professional decision-making
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
Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.
The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.
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Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested. Application FAQs
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