Patient Hospitality Service Representative

POSITION SUMMARY:

Under general supervision the Patient Hospitality Service Representative is responsible to transport, operate and maintain the Retherm (thermal trays) cart and its companion cart, provide individualized meal service to every patient, assemble patient meal trays following diet orders ensuring diet accuracy. Consult with nursing staff to maintain accurate patient information. Collect patient meal trays. Follow established sanitation procedures for cleaning the Retherm Cart, companion cart, serving utensils, trays, dishes and miscellaneous items used on the cart. Maintain and deliver nourishment supplies as ordered to patient floor units. Follow established guidelines for food items in patient units. Record food, refrigerator and freezer temperatures daily to ensure food safety.

Boston Medical Center (BMC) is more than a hospital. It's a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet - an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.

Position: Patient Hospitality Service Representative

Department: Food & Nutrition Services
Schedule: Full Time (Rotating Day/ Evening)

ESSENTIAL DUTIES & RESPONSIBLITIES :
This position involves working independently. The individual must possess pride of ownership for the cart and the service that he/she provides to the patients, ensuring patient meal satisfaction is met. He/she must be self-motivated and self-directed and work well alone or in a group setting. He/she must be able and willing to perform multiple task assignments. He/she will occasionally be requested to mentor and train new employees. Duties include:

• Assemble meal service cart and its companion cart with all food items and condiments to match menu and diet orders.

• Adhere to safe food handling practices while maintaining food's proper temperatures.

• Program and operate cart to refrigerate, heat and hold temperatures of food. Notify supervisor of malfunctioning of equipment upon observance.

• Transport meal cart and its companion cart without assistance to designated patient unit within scheduled time. Avoid unnecessary damage to cart, it's equipment, the building's walls, elevators and doorways.

• Consult with nursing staff about any changes to patients that may affect meal service. Obtain all necessary information in writing by a nurse or physician. Refer complaints or problems to Patient Services Manager or Dietary Supervisor.

• Prepare cart food items for service. Match correct measure serving utensils to appropriate menu items. Record hot and cold food temperatures at the start and the end of meal service for every meal.

• Greet patients and communicate menu choices appropriate to their specific diet orders. Demonstrate knowledge of food being served, such as recipes and food identification. Refer to dietician when medical questions arise in patient's diets. Seek out an interpreter to aid in patient's menu selection process.

• Assemble meal trays according to patient's choices and diet order. Arrange food neatly and attractively on each plate and tray. Deliver meal trays. Ensure patients are satisfied with menu choices and service before exiting the room. Collect meal trays; discard food waste and disposable dinnerware and plasticware. Clean and sanitize carts, trays, china, flatware, serving utensils and beverage urns. Reset cart completely for the next meal service.

• Conduct at least one Patient Satisfaction Survey per scheduled shift. Visit patients to discuss dietary issues such as quality of meal service, diet preferences and comments. Record answers and forward completed surveys to Patient Services Manager.

• Provide clerical support services. Answer telephone in courteous manner, identifying self and department at all times. Record and keep accurate patient data in the Diet Office and Dispatch logs. Ensure delivery of food items to patients within thirty minutes of initial request. Is adept at typing and possesses computer skills and knowledge. Enter, update and maintain accurate patient diet information using Computrition software.

• Deliver nourishments and floor stock to patient units. Maintain established par levels. Rotate stock and follow policy regarding expired food items. Record patient unit's refrigerator and freezer temperatures daily. Maintain a clean and orderly area where supplies are stored on each unit.

• Prepare special infant and adult formulas, shakes and tube feedings using a commercial blender. Follow written recipes and instructions as directed. Maintain equipment, tools and the formula room are kept clean and sterile.

• Assist with the orientation of new staff members by demonstrating basic duties of the job and provide on the job training as needed.

• Observe all of BMC's behavioral standards. Report to work clean and neat in appearance, in authorized uniform attire for all scheduled shifts.

• Utilizes hospital's behavioral standards as the basis for decision making and to support the hospital's mission and goals.

• Follow established hospital infection control and safety procedures. Follow established HACCP guidelines for food safety.

• Fulfill all mandatory hospital, state and regulatory employment requirements.

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JOB REQUIREMENTS

EDUCATION:

• High school diploma or GED preferred

EXPERIENCE:

• Must have a minimum of two years' experience in a food service /customer service environment.

• Patient feeding experience with all age groups and diet experience preferred.

KNOWLEDGE AND SKILLS:

• Must possess knowledge of basic principles of nutrition, diets, recipes, food preparation and service.

• Must be able to read, write and communicate fluently in English.

• Ability to interact and communicate with patients, medical staff, dietary staff, and able to follow accurately diet orders.

• Must demonstrate effective interpersonal and communication skills with a background in customer or patient service.

• Must be able to follow the standards of federal, state and local regulatory agencies requirements for sanitation, food preparation and handling.

• Must be able to lift up to 40lbs and transport the meal cart to unit floors for meal service without assistance.

• Must have sufficient dexterity to handle food and equipment efficiently and safely.

• Position requires incumbent to walk and stand 95% of the time while engaged in job routine activities.

Compensation Range:

$18.58- $22.20

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, and licensure/certifications directly related to position requirements. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing.

Equal Opportunity Employer/Disabled/Veterans

According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.