Diet Office Clerk

1 month ago

Libertyville, Illinois, United States Advocate Health Full time
Major Responsibilities:
  • Patient and Customer Satisfaction: Demonstrates a commitment to meeting patient and customer expectations.
    • 1)Demonstrates a commitment to service through personal example and prompt follow-up on opportunities to improve service.
    • 2)Demonstrates a "can do" attitude in all patient and customer interactions.
    • 3)Partners with hospital associates to meet patient and customer expectations for service.
    • 4)Repeats order back to patients/customers to ensure we have meet their expectations.
  • Communications: Demonstrates effective communication skills.
    • 1)Collaborates with hospital departments and fellow associates to meet patient and customer expectations for service.
    • 2)Demonstrates accuracy and clarity in both verbal and written communications.
    • 3)Demonstrates sound decision-making; takes responsibility for decisions.
    • 4)Communicates pertinent patient and operational information to the appropriate resource for follow-up.
    • 5)Demonstrates a respect for the confidentiality of patient information. Maintains HIPAA standards during all communications.
    • 6)Maintains telephone customer service standards.
  • Safety and Sanitation: When job responsibilities require, practices safety and sanitation techniques that meet department standards and regulatory requirements.
    • 1)Utilizes chemicals according to department and manufacturer guidelines.
    • 2)Keeps work area clean and organized at all times.
    • 3)Uses correct body mechanics in the performance of duties
    • 4)Utilizes the appropriate safety techniques in the performance of duties.
  • Diet Clerk: Perform all assigned duties on the daily tasklist.
    • 1)Acts as a liaison between the patient/customer (e.g., nursing team members, patient, patient family members) and the Food Services department.
    • 2)Proactively communicates with patients during the meal order taking process utilizing appropriate customer service standards for patient interaction/communication.
    • 3)Utilizes diet office computer system to place electronic card file (i.e., entering patient name and diet order) for each patient and takes patient meal orders as calls are received.
    • 4)Assists the patient with menu selection via telephone as necessary.
    • 5)Provides basic diet information as patient interaction requires to facilitate patient understanding of foods that are compliant and non-compliant with diet order.
    • 6)Consults registered dietitian for medical nutrition therapy intervention when poor patient diet comprehension is noted. Communicates patient needs to nursing team members, nutrition assistant, or registered dietitian as necessary.
    • 7)Updates diet office system with patient's special nutritional needs.
    • 8)Communicates information about wrong/missing items to kitchen.
    • 9)Prints patient meal/diet reports from diet office computer system and hospital computer system as directed. Completes other clerical tasks as directed by Food Service Supervisor. Completes performance improvement monitors as directed.
    • 10)Maintains supply of hospitality folders with Directory of Services and Information About Your Diet pieces inserted. Inventories and orders patient menu and communication materials so appropriate inventory of these items are maintained. Enters floor stock data into hospital computer system in timely manner. Remains aware of disaster plan policy for meal service.
  • Department Standards:
    • 1)Observes hospital/department guidelines concerning dress, display of name badge.
    • 2)Provides a high quality dining experience to patients that meets their nutritional requirements and service expectations regarding temperatures, timeliness and food quality.
    • 3)Utilizes performance improvement processes to identify, assess and evaluate areas for improvement.
Education/Experience Required:
  • 6 months to 1 year experience in hospitality industry or 6 months of customer service experience.
Knowledge, Skills & Abilities Required:
  • Ability to speak, read and write English clearly and proficiently, as related to essential job activities. Computer skills Knowledge of medical terminology (T.I.D. B.I.D., etc) Math skills: conversions of oz, ml, cc Ability to communicate effectively
  • N/A
Physicial Requirements and Working Conditions:
  • Must possess visual acuity and manual dexterity. Must possess good listening skills. Must be able to read and comprehend written and numerical information. Contact with patients under a variety of circumstances. Exposed to varying degrees of kitchen elements. Ability to clearly speak to customers via telephone. Ability to rotate positions throughout the area May be exposed to a variety of disagreeable conditions and stressful situations. Moderate physical effort (lift up to 35 pounds and push up to 45 pounds of force). Periods of standing, walking, bending, reaching, lifting, climbing and kneeling. Must be willing and capable of working in a fast paced environment. Ability to handle various tasks simultaneously especially during high patient volumes.
  • This requirement supersedes any previous lifting requirement effective 08/01/2014. Ability to lift up to 35 pounds without assistance. For lifts over 35 pounds, lifting equipment is expected to be used or lift with at least one other associate when available. Unique lifting/movement situations will be assessed on a case by case basis.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

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