ROOM SERVICE AMBASSADOR (50% PART TIME, EVENING SHIFT)

As the region's only Level I Trauma center, Harborview Medical Center (HMC) is well known for innovations and excellence in trauma care and its centers of emphasis:  Trauma, Burn, Neurosciences, AIDS/STD, Center for Advanced Reconstruction and Rehabilitation (CARER), and mentally-and medically- vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW’s School of Medicine. The UW is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.

Harborview's Nutrition Services Department has an outstanding opportunity for a PART TIME 50%, EVENING SHIFT, ROOM SERVICE AMBASSADOR. The individual in this role will be responsible for promoting excellence in guest relations and support the hospitality model, as well as promoting the mission, vision and values of the UW Medicine Health System. 

The Room Service Ambassador is part of the multi-disciplinary team to provide food, service, and nutritional care to Harborview’s patients. They evaluate the patient’s ability to access and function in the Room Service Dining program, present menus, and instruct patients and families on the meal ordering process. The Ambassadors take bedside orders, assist patient in ordering, serve meals and nourishments, and work with patients, families and friends, nursing staff and other personnel to assure accurate, safe, and timely delivery of meals in warm and caring manor. Ambassador has knowledge of patient care communication channels, guest relations and infection control, different diet orders, and is able to direct patients to choose foods within diet orders.

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS:

• Patient Centered Care:
  
  
  Meets and greets new admits within 30 minutes of receiving a new diet order
  Following the established script for room service ordering process, presents and instructs patients and families on the use of the menu and meal ordering process
  Evaluates patients’ ability to participate in the Room Service Program and determines if intervention is needed
  Asks patients for food allergies or aversions, and if they have any special dietary needs (e.g. Kosher)
  Guarantees that all patients requiring meal service receive service; calls Supervisor to strategize service for challenging situations
  • Whenever entering a patient’s room:
  
  Knocks, identifies department and asks permission to enter
  Introduces self-using AIDET (acknowledge, introduce, duration, explanation, thank you)
  Uses two patient identifiers prior to all meal/food delivery
  Guarantees correct meal/diet type is delivered to the patient
  • Works closely with Dietitians, Nursing, Health Care team members, Call Center, other Ambassadors and Supervisors:
  
  Immediately informs Dietitian of food allergies, special concerns or needs
  Informs Call Center of food allergies and concerns to be recorded in CBORD
  Prior to meal service, assures diet order is accurate and complies with most recent physician order; collaborates with patient care team to assure this accuracy e.g. PSS, Charge Nurse
  All interactions with patient care area staff, department members and other staff  are positive and collaborative in nature and reflect the intent of the department mission statement
  Documents pertinent patient information for communication with other Ambassadors regarding patient meal status
  • Meal Delivery and Pick-up:
  
  Deliver meals to patient
  Resolve any obstacles that prevent patients from eating their food while it is hot
  Position bedside table in front of patient unless requested to do otherwise by patient care staff or patient; never leaves meal beyond reach unless instructed to do so
  If not able to properly position meal tray, alerts patient care staff regarding patients needing assistance with positioning so as to maintain hot meal service
  Deliver Standard and Contact Precautions meals to patient bedside according to procedure. Delivers Airborne and Droplet Precautions meals according to procedure. Follows department policies and procedures for food safety and sanitation, complies with infection control policies and hand hygiene procedures
  After meal delivery, return to each patient’s room and say “Is there something else I can do for you?"
  Follow up and respond to any patient requests regarding meal services
  Records fluid and food intake for clinical staff
  Pick up all patient dirty trays in a timely manner: Checks back between meals to make sure all dirty trays are removed from the patient rooms as soon as possible after meal is consumed (e.g. 30 – 60 minutes after delivering tray)
  Ensures all dirty trays are delivered back to kitchen either by transporter or by self
  • Pantries:
  
  Inventory and deliver floor pantry supply
  Checks for expiration dates on all pantry items, prates First In First Out (FIFO) to maize waste
  Maintain cleanliness of pantries including surfaces, refrigerator and freezer, toaster
  Rotates all perishable items in the pantry using “First In, First Out” principle
  For food brought in from home by patient’s family: Assures all food is labeled with patient name and date, food is packaged in a sanitary manner and is not a cross-contamination risk, and  discards all patient’s food older than 2 days
  • Cleaning Responsibilities:
  
  Perform routine cleaning duties as assigned
  Participate in other cleaning duties as assigned by supervisors

  WORKING CONDITIONS, PHYSICAL DEMANDS AND EQUIPMENT USAGE:

  • Working Conditions:
  
  Exposure to patient food tray waste
  Exposure to wet areas and noise in the main kitchen
  Potential exposure to airborne infections disease from patients
  Exposure to cleaning and sanitizing solutions
  Schedule includes working as a Call Center Clerk every other week for Ambassadors 1, 2, 6, 8, 9, 13
  Must have ability to flex into a Call Center Clerk, Transporter or Beverage Person as needed
  • Physical Demands:
  
  Continuous moving about work area
  Constant standing on feet eight hours per day
  Frequent bending, stooping, reaching overhead, and pushing/pulling carts up to 25 pounds unassisted
  Lifting, lifting/pushing overhead up to 25 pounds unassisted
  Lifting and carrying items up to 30 pounds unassisted
  Clear, audible speaking
  Correctable vision to size 12 type
  Ability to hear normal speaking level
  • Equipment:
  
  Tray transport carts
  Computer, printer, telephones, cell phones
  Coffee maker and air pots
  Automated juice, hot chocolate machine, and espresso machine
  Refrigerators, freezers, toasters, microwaves, steam tables, pellet heater

  REQUIREMENTS:
  High school graduation or GED AND one year of experience as a Dietary Unit Aide in a health care facility or equivalent.
  One year of additional experience may substitute for the educational requirement.
  Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.