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About the Role

Assists patients or guests in completing diet-appropriate room service meal orders and communicates with other areas to ensure order completion, while providing exceptional customer service.

Responsibilities

• Facilitates ordering of room service meals and provides exceptional customer service to patients and guests via call system.
• Maintains a neat and professional work environment, quiet and free of clutter.
• Signs into call system in a timely manner, ready to assist guests.
• Greets callers and maintains a professional conversation, speaking slowly and clearly for effective communication.
• Performs appropriate patient verification to ensure accuracy of patient information.
• Guides callers through the order process and item selection, ensuring orders comply with prescribed diet orders.
• Makes recommendations or suggestions to ensure an exceptional meal experience, offering condiments or complementary items as appropriate.
• Confirms requested delivery time with the caller.
• Reviews the meal delivery process and sets expectations for the caller regarding timeframe.
• Professionally handles caller concerns or requests using exceptional customer service, involving a supervisor when appropriate.
• Maintains appropriate communication with the food services team to ensure requests are handled in a timely and professional manner and collaborates to ensure special patient needs are met.
• Visits patients as assigned to obtain meal selections if they are unable to call the call center or require assistance.
• Greets patients, staff, and visitors courteously.
• Explains the room service program and meal selection process, assisting patients in selecting meal items.
• Guides patients or designees through the order process and item selection, ensuring orders comply with prescribed diet orders.
• Confirms requested delivery time with the patient or designee.
• Reviews the meal delivery process and sets expectations for the caller regarding timeframe.
• Professionally handles concerns or requests using exceptional customer service, involving a supervisor when appropriate.
• Educates family or visitors on the room service program and provides steps for calling in patient meal selections if they wish to participate.
• Collaborates with food services and other department teams as needed to ensure exceptional patient care and maintain patient safety.
• Maintains communication with the food services team and collaborates to ensure any special requests or needs are consistently fulfilled.
• Provides documentation or reports to the food services team and Nutrition Associate Manager as requested in a timely manner.
• Reports any identified patient safety concerns or potential patient safety issues to a supervisor immediately.
• Maintains communication with Registered Dietitians to report any patient nutrition concerns or identify opportunities for education or intervention.
• Promotes a safe and efficient working environment by adhering to the safety pledge, and hospital and department policies and procedures.
• Adheres to all policies and procedures, including Infection Control, Safety, and Quality Improvement Policies and Procedures.
• Reports immediately all incidents, irregularities, unsafe conditions, equipment/computer problems, and/or unusual occurrences to a supervisor.
• Attends and actively participates in monthly staff meetings and in-services with no unexcused absences.
• Wears hair restraint when in the kitchen, washes hands before and after handling food, and wears gloves when handling food.
• Wears assigned uniform and maintains it in a neat and professional manner according to department standards.
• Maintains office appearance in a neat and orderly manner at all times.
• Initiates calls to the Help Desk and/or CBORD regarding computer issues, implements downtime and recovery procedures.
• Demonstrates regard for the dignity and respect of all patients, family members, visitors, and hospital personnel.
• Displays a caring and courteous attitude and represents the hospital positively.
• 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 and wears a VBMC picture identification badge 100% of the time.
• Demonstrates willingness to assist co-workers and/or accept additional assignments as requested to support department efficiency.
• 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, using tact, sensitivity, and sound judgment at all times.

Requirements

• 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.

Skills

• Interpersonal skills
• Customer service skills
• Verbal communication skills
• Computer skills in word-processing

Location

• New York
• Connecticut

Work Type

• Full-time

Experience Level

• 1 year experience in Healthcare Nutrition

Education Level

• High school diploma or equivalent
• Degree in nutrition related field or DTR preferred

Salary/Compensations

• $18.13 - $34.50 Hourly

About the Company

• 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.