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 multiple outstanding opportunities for part time and temporary/hourly, variable shift, Dietary Unit Clerks. 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 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
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
Perform routine cleaning duties as assigned Participate in other cleaning duties as assigned by supervisors
WORKING CONDITIONS, PHYSICAL DEMANDS AND EQUIPMENT USAGE:
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
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
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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.