Works under the supervision of the Chief Clinical Dietitian and in coordination with the Nutrition Services Manager. The Call Center Clerk/Ambassador’s primary job function is to obtain meal orders from patients and visitors in an efficient and timely manner; enters the order to the system established for menu processing, conducts report processing as directed. Serves meals to patients in a professional, efficient manner; instructs patients on meal ordering system; assists patients in placing meal orders; assesses the patient’s capabilities to utilize the meal order system. May perform other duties as assigned.
Core Job Duties
The following is a summary of the major job duties of this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. Job duties for those who provide care, treatment, and services to SOMC patients are based on the patient population(s) served and are reflective of the patient’s requirements relative to their specific needs.
- Instructs patients on meal ordering system following an established script.
- Assists patients and/or family members in placing meal orders.
- Assesses patient’s ability to utilize the meal order system and follow up with appropriate staff member if unable to participate.
- Delivers the correct menu (diet compliant) to the patient.
- Obtains meal orders from patients and visitors via the telephone. Enters meal orders into the system established for menu processing.
- Verifies meal orders meet diet order parameters.
- Serves meals to patients in a professional and efficient manner.
- Processes floor stock requisitions retrieved from nursing stations.
- Delivers between meal nourishments directly to patients.
- Orders and replenishes bulk supplies on nursing units.
- Assumes the role of a patient advocate regarding food services. Mediates patient concerns regarding meal service.
- Retrieves completed meals from patient’s rooms in a timely manner. Records patient’s nutrient intake from meals.
- Communicates with members of other departments effectively and concisely regarding patient support, issues, requests and other special situations.
- Acts as liaison between Nutrition Services, the patient and nursing unit.
- Anticipates patient/team member needs and services them.
- Serves as a quality assurance control point for every aspect of the room service program.
- Performs other duties as assigned.
(1) GED/High School Diploma and or equivalent experience required
(2) Computer literacy required
- Experience: 2 – 3 years of food service industry experience preferred.
- Interpersonal Skills: Excellent ability to communicate with patients and coworkers. Positive attitude and behavior. Excellent telephone manners. Shows courtesy, compassion, and respect. Contributes to teamwork and harmonious working relationships.
- Essential Technical/Motor Skills: Reads, writes, and communicates in English. Will obtain basic knowledge of nutrition and nutritional requirement of all stages of life, knowledge of menu modification in accordance with the diet prescription for all life stages, knowledge of diets, tray service and sanitation during the departmental orientation process. Basic mathematical skills. Basic computer skills. Read and follow instructions.
- Essential Physical Requirements: Requires full range of motion including but not limited to walking, sitting, crouching, stooping, kneeling, squatting, crawling, twisting, stretching, pushing, pulling, manual and finger dexterity and eye/hand coordination. Requires standing, walking, sitting for extensive periods of time as well as exposure to high levels of noise, heat, patient care areas, and stressful conditions. Requires corrected hearing and vision to normal range.
- Essential Mental Requirements: Must be able to cope with timelines and stressful situations. Must be able to work without constant supervision or assistance of other personnel, but at times work under close supervision and contend with occasional irregular activity and schedules. Problem solving ability required in order to follow instructions.
- Essential Sensory Requirements: Not Applicable
- Exposure to Hazards: Works in generally good surroundings. Continuously exposed to communicable disease and patient care areas as well as changes in temperatures.
- Other: Not Applicable
Population Specific Competency
Employee must demonstrate the knowledge, skills, and ability necessary to provide effective care, treatment, and services appropriate to the population(s) served specific to the assigned unit.
To help patients meet their health care needs, employee must focus on the specific needs of the population and the influence of these needs in order to modify care, treatment, and service (if necessary) consistent with the department’s and/or unit’s established policies/procedures/protocols
Even though age (ranging from infant to the elderly) is the major consideration in achieving population-specific competence, population specific also includes particular disease or condition, level of physical and mental ability, and availability of family and social support.
Treatments and procedures must be explained to patients so that they understand.
Please check all that apply: _ Infant Ö Child Ö Adolescent Ö Adult Ö Geriatric _ Not Applicable
Definitions of Age-Specific Groups:
Infant: Birth - 24 months Child: 2-12 years Adolescent: 13-17 years Adult: 18-64 years Geriatric: 65 years – and beyond NA: Non-age specific