JOB SUMMARY:

Under indirect supervision performs a variety of tasks to ensure high patient satisfaction with meals and patient food service. The Food Service Ambassador collects patient menu selections using an electronic device and assists patients with their selections. They will deliver meals to patients and guests with a cheerful and excellent customer service attitude following the approved room service procedures and scripting.

BASIC QUALIFICATIONS:

Experience

• N/A

Education

• High School Diploma/GED

License, Certification, Registration

• N/A

ADDITIONAL REQUIREMENTS:

• Specific vision abilities required by this job include close vision, color vision and ability to adjust focus. Proficient in English.
• Ability to text information using a touch screen device.
• Demonstrated ability to use an electronic device/tablets keyboard/touch screen to maneuver through patient selections.
• Great customer service skills in dealing with the public and problem solving any food related issues.
• To perform the job successfully, an individual should demonstrate the following competencies:
• Problem Solving - ability to assist in issue resolution.
• Customer Service - In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives.
• Interpersonal Skills - Maintains confidentiality; treats co-workers, patients, and facility visitors with respect.
• Oral Communication - Listens carefully and gets clarification to ensure that all verbal communications are fully understood.
• Teamwork - Contributes to building a positive team spirit; balances team and individual responsibilities.
• Physical Demands:
• The physical demands described here are representative of those that must be met by the incumbent to successfully perform the essential functions of the job.
• While performing the duties of this job, the incumbent is regularly required to stand; walk and talk or hear.
• The incumbent is frequently required to use hands and fingers to handle, or feel; reach with hands and arms and taste or smell.
• The incumbent must frequently bend and or twist, stand and walk for long periods of time.
• The incumbent must occasionally lift and or carry cases of products weighing 20 pounds and must push and pull carts weighing up to 100 pounds.
• Finer and manual dexterity required to operate equipment.

PREFERRED QUALIFICATIONS:

• Six (6) months to one (1) year related work experience in health care food services.
• Speaking a foreign language is desirable.
• Must maintain a friendly and cheerful demeanor at all times reflecting the culture of healing we promote.
• Self-motivated and able to make quick decisions using good judgment.
• A hiring manager may specify Preferred Qualifications, which are desirable and above and beyond the requirements specified in the Minimum Qualifications section above. Please keep in mind that any such Preferred Qualifications should be job related and relevant (i.e., directly related to the duties and responsibilities described in this Job Description) and stated in non-prejudicial language.

ESSENTIAL RESPONSIBILITIES:

• Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities, and applicable State, Federal and local laws.
• Primary responsibilities are; interacting with patients to provide outstanding food and service regarding the meals, maintaining active communication with the kitchen on patients special needs and special requests, and handles concerns about food quality and service.
• Principal skills are: working knowledge of the electronic data entry device, outstanding customer service, general knowledge of all diets and the ability to accurately guide patients in the ordering process.
• Assist patients with menu selections.
• Upon patient request, accesses recipes to obtain ingredient information.
• May transport patient Room Service carts to patient units.
• Supports Departmental Service Level Agreement for delivery at patient scheduled preference time through communication with kitchen.
• Follows the approved standards of service and uses approved scripting.
• Confirms the patients identity by verifying patient name and date of birth before providing any services.
• Has high visibility with the nursing staff, floor personnel and commonly interacts with other care-givers to provide a team approach to provide for patient satisfaction.
• Maintains a friendly, polite and cheerful demeanor to ensure highest patient satisfaction and teamwork.
• Ensures Always Very Satisfied service. Uses good judgment in addressing / resolving any patient or family concerns.
• May deliver guest trays as requested by patients families/visitors. Visitors will need to pay for guest trays and Ambassadors will collect credit card payments using their electronic device as needed.
• Collect patients soiled tray and return to the soiled cart. Document the patient meal consumption on the designated calorie count form per policy.
• Communicates with clinical dietitian staff and informs them of any requests for consults, teaching and/or calorie counts when requested by patients or family.
• Uses verbal and electronic intranet communication, including telephone conversations, with hospital staff and co-workers.
• Ensures that all foods are at proper temperatures, are covered, labeled, and dated in accordance with regulatory guidelines.
• Maintains floor kitchen supplies, including; taking inventories, ordering, stocking and cleaning (includes coffee brewers, microwaves, toasters, refrigerators, freezers, work surfaces, drawers, cupboards, walls, etc.) in the unit pantries and refrigerators with items needed to meet patient needs.
• May record and monitor all refrigeration temperatures in the floor pantries, and takes corrective action for out of range conditions.
• Organizes, cleans and sanitizes assigned office space.
• May orient new employees.
• Assists wherever needed in the Room Service operation within job classification and/or areas of completed training.
• Any other job duties as assigned by proper authority.

For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

• Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente’s Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente’s policies and procedures.
• Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.
• Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion