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Positions Location: Lansing, MI
General Purpose of Job:
The Room Service Representative presents the room service program to patients and obtains meal orders from patients, transposes meal orders into CBORD, assists patients with meal selections that comply with diet order, ensures quality patient satisfactions with Food and Nutrition Services and is in constant communication with FANS and patient care Caregivers
Essential Duties:
This job description is intended to cover the minimum essential duties assigned on a regular basis. Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
- Takes, transcribes and communicates meal orders from patients.
- Ensures quality patient satisfaction with the room service delivery program.
- Electronically enter patient meal orders into CBORD Room Service.
- Monitors and guides patient selections compared to diet order.
- Works as a liaison between patient and department to ensure patient dietary needs are met.
- Expedites delivery of nutrition care.
- Coordinates call center processes with production and tray line.
- Generates tray tickets and other reports as needed.
- Performs all functions of Call Center.
- Ensures successful flow of call center processes in conjunction with room service supervisor.
- Instructs new associates in call center room service representative responsibilities and acts as a preceptor for new Caregivers.
- Presents Sparrow Hospital's Room Service Program to patients.
- Assists patient with completion of menus and placing orders.
- Monitors patient selections compared to diet order.
- Completes Patient Intake Reports.
- Resolves issues that may affect the delivery of patient meals.
- Acts as liaison between patient and FANS and coordinates with other departments.
- Provides basic diet information as related to diet order.
- Adheres to the established dress code and standards for personal appearance and hygiene.
- Works in conjunction with Room Service Staff to provide efficient patient care.
| General Requirements |
• Demonstrates knowledge and maintains and respects patient right to privacy by following the HIPAA Privacy and Security policies and procedures. • Adheres to ICARE values and standards of behavior (Innovation, Compassion, Accountability, Respect, Excellence). • Role model behaviors that value the diversity of our associates, patients and customers and supports creating an environment that is inclusive, welcoming and respectful. • Communicates with patients, families and customers using AIDET (Acknowledge, Introduce, Duration, Explanation, Thank). • Works in a safe manner and promptly reports any hazards identified in the work environment or related to assigned responsibilities. |
| Work Experience |
• Minimum 6 months prior customer service experience with demonstrated customer service skills with the ability to resolve customer complaints effectively and professionally. |
| Education |
• High school diploma or G.E.D. • Preferred - Associates or Bachelors degree in Nutrition or Hospitality services with equivalent experience in diets. |
| Specialized Knowledge and Skills |
• Able to demonstrate the knowledge and skill necessary to provide care based on physical, psycho/social, educational, safety and related criteria appropriate to the age of the patients served in her/his assigned service area as related to the principle duties and responsibilities of the position. The skills and knowledge needed to provide such care may be gained through education, training or experience. • Knowledge of basic nutrition/special diets/medical terminology/nutrient content of foods. • Demonstrated written and verbal skills. • Computer skills and working knowledge of Microsoft Word, CBORD. • Organizational and time management skills. • Demonstrated commitment to the job through past performance, good attendance, contribution of ideas, and cooperation with coworkers, Leadership, patients and customers. |
University of Michigan Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
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