Hospitality Associate

Northwell is the largest not-for-profit health system in the Northeast, serving residents of New York and Connecticut with 28 hospitals, more than 1,000 outpatient facilities, 22,000 nurses and over 20,000 physicians. Northwell cares for more than three million people annually in the New York metro area, including Long Island, the Hudson Valley, Connecticut and beyond, thanks to philanthropic support from our communities.

Northwell is New York State’s largest private employer with over 104,000 employees — including members of Northwell Health Physician Partners — who are working to change health care for the better.

Summary:

Position is responsible for assisting patients or guests in completing diet appropriate room service meal orders and completing adequate communication with other areas to ensure completion of order, while providing exceptional customer service.

Responsibilities:
1. Facilitates ordering of room service meals and provides exceptional customer service to our patients and guests via call system.

• Maintain a neat and professional work environment, quiet and free of clutter. Only up to date information required to assist guests should be posted.
• Sign into call system in a timely manner ready to assist guests.
• Greet callers and maintain a professional conversation. Speaks in a slow, clear manner to ensure effective communication.
• Perform appropriate patient verification to ensure patient information is accurate.
• Guide caller through the order process and item selection ensuring order is in compliance with prescribed diet order.
• Make recommendations or suggestions as needed to ensure an exceptional meal experience making sure to offer condiments or complementary items as appropriate.
• Confirm with caller requested delivery time.
• Review process for meal delivery and set expectation of timeframe for caller.
• Professionally handle any caller concerns or requests using exceptional customer service and involving a supervisor when appropriate.
• Maintain appropriate communication with the food services team to ensure requests are handled in a timely and professional manner and collaborate to ensure special patient needs are met.

2. Visits patients as assigned to obtain meal selections if they are unable to call into the call center or require assistance.

• As assigned visit patients to obtain meal selections via electronic device provided.
• Greet patient, staff and visitors in a courteous manner.
• Explain room service program and meal selection process and assist patient in selecting meal item.
• Perform appropriate patient verification to ensure patient information is accurate.
• Guide patient or designee through the order process and item selection ensuring order is in compliant with prescribed diet order.
• Make recommendations or suggestions as needed to ensure an exceptional meal experience making sure to offer condiments or complementary items as appropriate.
• Confirm with patient or designee requested delivery time.
• Review process for meal delivery and set expectation of timeframe for caller.
• Professionally handle any concerns or requests using exceptional customer service and involving a supervisor when appropriate.
• When appropriate educate family or visitors on room service program, provide with steps for calling in the patient's meal selections should they wish to participate.

3. Collaborate with food services team and other department teams as needed to ensure we are providing exceptional patient care and maintaining patient safety.

• Maintain communications with the food services team and collaborate to ensure any special requests or needs are consistently fulfilled.
• Provide documentation or reports to the food services team and Nutrition Associate Manager as requested in a timely manner.
• Report any…