At Houston Methodist, the Food Service Specialist position is responsible for assisting management in developing as well as implementing process improvements for increasing patient and customer satisfaction, actively participating in the department's quality/ performance improvement programs. In the absence of the Supervisor/Team Leader, this position must possess the appropriate job knowledge and skill to follow through as well as correct problems with the customer (patients, staff, and visitors). This position is assigned to work in food service department areas and perform and/or direct duties such as: assisting in tray assembly, simple food preparation, serving customers, replenishing stations, cash handling and transporting food carts in a timely manner. The Food Service Specialist position completes approved number of required customer service and/or diet knowledge in-services, communicates with peers and management regarding identified hazards in the workplace, following all departmental policies and procedures and complying with relevant local Food Ordinances.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Holds accountability for operation in the absence of the Manager or Team Leader. Assists in projects, training, and orientation of new employees. Participates in departmental safety programs and compliance with all regulatory agencies. Communicates clearly and professionally to promote both work efforts and problem resolution.

• Provides weekly inspection reports, violations, and corrections to the Manager.

• Promotes, develops, and sustains teamwork. Conducts self in a manner that is congruent with cultural diversity, equity, and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Determines food orders and orders food via telephone and computer based systems (ex. CBORD) to meet the needs of the patient menu and production schedule. Oversees the final tray assembly for patients on assigned units for accuracy, proper temperature, and appearance.

• Verifies compliance with diet orders and FNS nourishment lists, notifies supervisor for approval of any nourishments outside of guidelines. Able to make simple diet modifications to conform to new orders while assembling trays for patients.

• Maintains established stock levels for perishable and non-perishable items stored within the unit, based on par levels and inventory. Maintains daily pars of food items in the café and rotates products properly.

• Resolves promptly any issues, which may occur with any of the patient dining services programs and refers complaints to the appropriate departmental staff member for investigation and follow up. Recommends improvements of department score for patient satisfaction, through peer-to-peer accountability to service standards.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Leads and controls the flow of tray delivery to meet the 45-minute time standard and ensures traditional service meal delivery schedule is adhered to. Ensures food trucks leave the kitchen according to schedule.

• Maintains log documenting times of deliveries and quality control measures. Performs weekly inventory, along with assistant. Inventories and keeps supplies at pre-established amounts to reduce waste and stay within budget.

• Checks daily menu for accuracy. Prepares and stocks beverages, cold and hot food items. Prepares and assembles nourishments for patients from computer printouts according to diet orders.

• Checks temperatures of food items and ensures that all food is served at the proper temperature. Checks the quality of set up items, trays, China dishes and glassware. Removes damaged items. Assists and directs employees in proper food handling and portioning. Knows prices of all food items and operates cash register when needed.

• Ensures that unit is maintained in a clean and sanitary condition, by performing daily sanitation inspections. Takes appropriate follow up action to ensure that the workload is processed and identified discrepancies are resolved within established time frames.

FINANCE ESSENTIAL FUNCTIONS

• Performs money handling duties, deposits, charge, and cashier checkouts. Performs food inventories and ordering. Monitors storage levels of food, paper, and other supplies.

• Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Two years of customer service experience, with one year lead/supervisory experience in a high traffic, people-facing, service-oriented environment, with an emphasis on complaint resolution; may consider HM employee with two years in HM food service and one year demonstrating progressive, informal leadership experience

LICENSES AND CERTIFICATIONS - REQUIRED

• Food Handlers Permit -- Accredited food handler training course approved by the Texas Department of State Health Services (TXDSHS) or by the American National Standards Institute (ANSI) AND
• Certified Food Manager within 90 days

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Ability to engage in multiple activities simultaneously, maintain accurate records and timely turnaround and completion of orders

• Demonstrates skills and initiative in problem-solving and improving productivity

• Demonstrates skills and ability to handle complaints and resolves problems in the absence of the Supervisor/Team Leader

• Must possess good communication skills and be able to work in a fast-paced environment.

• Demonstrates skills and ability to obtain as well as analyze pertinent information in order to make informed decisions

• Demonstrates active listening skills giving full attention to what other people are saying

• Ability to adapt to a changing work environment.

• Utilizes good judgment in professional decision-making

• Working knowledge and literacy of Microsoft Office products

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform Yes
• Scrubs No
• Business professional No
• Other (department approved) Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research.  In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

 

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas.  These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.