NUTRITION GUEST REPRESENTATIVE - South Shore Health

Job Description Summary

Under the direction of the Supervisor/Manager, duties include all activities for creating a positive patient experience with nutrition services. Utilizing automated system, obtains patient’s menus; reviews choices with patients to ensure understanding and compliance to diet order. Responsible for delivery of meals: performs customer satisfaction rounds with patients after meal service and collects trays. Oversees nourishment kitchen stocking, rotating and sanitation. All guest rep services are performed in compliance with proper food handling techniques, infection control policies, and safety guidelines of the hospital and all regulatory agencies. Enhances the South Shore Hospital experience for patients, their families and visitors by providing appropriate hospitality and food services in a manner that reflects well on the hospital's reputation and image. Contributes to departmental patient satisfaction goals for excellence in all patient interactions. Works well with peers, contributes to a pleasant, professional, safe clean work environment.

Job Description

Essential Functions

1. Visits patients, of all ages, daily; as assigned for menu selections. All visits are conducted in a manner that contributes to positive patient outcomes and enhances patient satisfaction.

a. Utilizes all resources available (current diet, missing menu, unit manager, etc.) to ensure every patient is visited for menu selections

b. Provides patients with overview of nutrition services, ensuring patients understand how meal service works

c. Facilitates a warm and friendly relationship with patients; creating memorable experiences intended to exceed patient expectations with food service. Reports any patient complaints to supervisor/manager & service recovery tools are utilized

d. All department scripting is followed


2. Presents menus and assists with menu choices

a. Provides laminated menus; informs patient of physician ordered diet

b. Informs patient of physician ordered diet and asks if they have any other special dietary needs or food allergies

c. All meal items provided reflect review of patient's orders for diet restrictions, food allergies and texture modifications


3. Delivers patients meals and snacks

a. Follows department scripting; knocks, introduces self by name & dept, asks for permission to enter

b. Follows patient identification protocol; asks patient to state name, month & day of birth & compares to menu

c. Bedside tables are cleared and within reach


4. Revisits all patients following meal service

a. Dirty trays are collected and truck returned to dish room within expected time frames

b. Patients are asked if there is anything else they need; if they are comfortable in the room and/or need anything cleaned

c. Environmental Services is notified of any room related issues


5. Safety Awareness - Fosters a "Culture of Safety" through personal ownership and commitment to a safe environment.

a. Follows proper patient identification policies

b. Demonstrates understanding of all patient care signage reflecting patients at risk - Catch a Falling Star, Suicide Precaution (black dot), Behavior issues (blue dot)

c. Demonstrates knowledge of Infection Control guidelines: Universal Precautions, Isolation specific signage

d. Follows department standards: does not engage in horseplay, posts wet floor signs as needed, reports faulty equipment

6. Identifies patients at nutritional risk or with special dietary needs

a. Menus are reviewed with patient for nutritional adequacy, cultural appropriateness and general satisfaction w/ items offered; is able to access Interpreter assistance and Culture vision as needed

b. Communicates any concerns or issues to Nutrition Coordinator or Dietitian


7. Follows procedures and food service handling standards for safety and personal hygiene as required by department

a. Hands are properly washed and/or sanitized. Before and After protocols are followed. Hairnets and gloves are worn whenever serving or working with food

b. Appearance conveys a professional image by adhering to department uniform policy and hospital dress code; only standard uniform is worn and is kept clean, neat, and free of tears


8. Responsible for Nourishment kitchens in assigned areas

a. Inventories stock and restocks to established par levels

b. All stock is properly dated, rotated, and stored in proper locations

c. Refrigeration is kept free of spills

d. Condiment cabinets are neat, clean, and organized

e. Refrigerators, Tray Cabinets, Microwaves that need detail cleaning are reported to Supervisor


9. Technology and Learning: Embraces technological solutions to work processes that enhance departmental practices, communications, and continuous learning

a. Effectively utilizes systems: Outlook, Epic, CBORD, My Time, Healthstream, etc., Manages own timecard, Monitors emails for communications

b. Participates in continued learning

c. Completes all assigned mandatory education within expected time frames

Essential Functions (Cont.)

Con't. Technology and Learning

a. Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

b. Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

11. Performs all other duties per operational needs.