Job Abstract

The Lead Room Service Assistant in the department of Room Service at MD Anderson Cancer Center provides service to patients and guests in the selection of room service meals and nourishments utilizing a call center system, diet office, point of sale and diet analysis systems to support communications and implementation of physician orders and patient care data. Directly impacts the quality and efficiency of operations of the Room Service Program and patient nutrition care and satisfaction.

The ideal candidate will be able work 1-9:30pm, with rotating weekends and holidays required.

Hourly breakdown of salary range:
Minimum $18.75 - Midpoint $23.32 - Maximum $27.88

MD Anderson offers our employees:
- Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week
- Group Dental, Vision, Life, AD&D and Disability coverage
- Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals
- Paid institutional holidays, wellness leave, childcare leave and other paid leave programs
- Tuition Assistance Program after six months of service
- Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans
- Employer paid life, AD&D and an illness-related reduced salary pay program
- Health Savings Account and Dependent Care Reimbursement flexible spending accounts
- Fertility benefits
- State of Texas longevity pay
- Extensive wellness, recognition, fitness, employee health programs and employee resource groups

Much like the personalized cancer treatment our patients receive, our culinary and clinical nutrition teams design restaurant-style menus with fresh, cooked-to-order foods that are personalized to meet each cancer patient's dietary guidelines. Their choices can be delivered to their hospital rooms 365 days a year, from 6:30am to 9:30pm. Caregivers and guests of inpatients are also able to order quality meals with fresh ingredients designed by culinary experts. Room Service programs like ours that provide efficient, high quality, cooked-to-order culinary options have become essential to ensuring a better patient experience.

The University of Texas MD Anderson Cancer Center is ranked the nation’s top hospital for cancer care by U.S. News & World Report’s “Best Hospitals.” MD Anderson’s mission is to eliminate cancer in Texas, the nation and the world through exceptional programs that integrate patient care, research and prevention. Our mission also includes education for undergraduate and graduate students, trainees, professionals, employees and the public.

JOB SPECIFIC COMPETENCIES:

Customer Service / Communication:
Creates maximum patient and guest satisfaction with the Room Service experience. Utilize interpersonal and customer service skills to create a positive interaction and outcome with all patients, guests, and staff. Communicate with all staff to coordinate meal and/or nourishment delivery with treatment, as appropriate. Report concerns related to patient’s condition to appropriate staff. Operates telecommunication integrated systems. Assist patients in making menu selections that comply with the prescribed diet and identified allergies. Possess and utilize knowledge of the menu, of the foods appropriate for patients who are experiencing side effects of treatment, of age specific skills, and of the foods allowed on modified diets. Must accurately follow meal pattern for diets with nutritional meal goals and communicate appropriate choices to patient. Assess patient's ability to make menu selections via phone. Arrange meal service for patients who are unable or prefer not to select meals. Utilize translation assistance to facilitate patient menu selection.

Menu Selection / Tube Feeding Preparation:

Enters menu selections into the computer and generate tray tickets and guest tray receipts. Enter physician orders, patient care data and food service data into CBORD NSS and Point of Sales system. Reconcile NSS with CARE and Clinic Station; clarify orders, as needed. Inform Wait staff of patients to be seen due to admission or diet changes. Inform clinical staff of nutrition care orders and consult requests. Generate menus for patients on modified diets, utilizing CBORD NSS compliance data and existing menu format. Generate reports of patients who have not eaten. Inform Wait staff of patients to be seen for menu selection. Inform clinical staff of patients referred for nutrition intervention. Enter food intake records into CBORD NSS and generate Calorie Count Analysis reports. Generate tallies, guest receipts, and other operational activity and productivity reports.

Prepare tube feedings. Calculates enteral feeding preparation from physician orders. Generate patient billing for tube feedings and supplements. Maintain sanitation of tube feeding preparation areas and equipment. Record refrigerator temperatures and discard/relocate food items per food safety guidelines. Use safe food handling and sanitation procedures at all times. Inventory and restock supplement and tube feeding preparation areas. Receive deliveries of nutrition supplements and store. Place orders and dispenses nutrition supplements.

Team Lead:
Provides guidance and assistance in coordinating operational activities and complex situations. Serve as team lead to assist management. Assists with training and on boarding of new staff. Facilitates difficult and escalated issues and addresses patient concerns. Coordinates daily room service assistants’ assignments. Provides staff oversight and guidance to assigned Room Service Assistants. Reviews and makes suggestions for Room Service Assistants (RSA) staff assignments. Oversees and directs the daily activities of the RSAs to ensure service excellence, efficiency and accuracy. Serves as coach, mentor, trainer to Room Service Assistants.

May be moved to new shifts as operations dictate. Cross training may also involve shift changes.