Call Center Associate

Overview

At Emory Healthcare, we fuel your professional journey with better benefits, valuable resources, ongoing mentorship, and leadership programs for all types of jobs. We provide comprehensive health benefits starting day one, student loan repayment assistance and reimbursement programs, family-focused benefits, wellness incentives, and more.

Responsibilities

• Answer incoming calls from patients and patient family members requesting meal orders.
• Utilize room service diet software to process patient meal orders accurately and efficiently.
• Guide patients and families through the meal ordering process and provide menu recommendations as appropriate.
• Redirect calls to appropriate departments when inquiries fall outside the scope of the role.
• Ensure menu selections comply with the patient’s prescribed diet order.
• Process new diet orders, patient transfers, and discharges within the room service system.
• Process meal orders for patients who are unable to place orders by phone or who have preselected menu orders.
• Identify patients who have not ordered meals and proactively contact them to facilitate ordering or document meal refusal.
• Document patient food preferences in the room service diet software system.
• Communicate special dietary needs or concerns with nursing staff and other relevant departments.
• Monitor patient meal orders and notify the appropriate clinical dietitian of skipped meals or repeated small meal orders.
• Communicate operational concerns or patient-related issues to dietitians or management staff in a timely manner.
• Maintain a high level of interaction with patients and families while demonstrating strong customer service and service excellence standards.
• Process nourishment orders and maintain labeling and tracking of tube feeding orders for assigned units.
• Monitor, collect, and record operational data for administrative and reporting purposes.
• Perform additional related duties as assigned to support departmental operations.

Qualifications

• High school diploma or equivalent required.
• One (1) year of call center or related customer service experience required.
• Demonstrated skills in customer service, critical thinking, and problem solving.
• Strong written and verbal communication skills.
• Ability to make sound judgments while quickly processing information.
• Proficiency with computer systems and web-based software applications and the ability to adapt to evolving software programs and processes.
• Ability to read, write, speak, and communicate effectively in English.
• Ability to follow oral and written instructions and communicate clearly and professionally with patients, patient family members, hospital personnel, and team members.

Physical Requirements

• 20-50 lbs; 0-33% of the work day (occasionally)
• 11-25 lbs, 34-66% of the workday (frequently)
• 01-10 lbs, 67-100% of the workday (constantly)
• Lifting 50 lbs max
• Carrying of objects up to 25 lbs
• Occasional to frequent standing & walking
• Occasional sitting
• Close eye work (computers, typing, reading, writing)

Environmental Factors

• Factors affecting environment conditions may vary depending on the assigned work area and tasks.
• Environmental exposures include, but are not limited to:
• Blood-borne pathogen exposure
• Bio-hazardous waste
• Chemicals/gases/fumes/vapors
• Communicable diseases
• Electrical shock
• Fluoride
• Indoor/Outdoor conditions
• Latex
• Lighting
• Patient care/handling injuries
• Radiation
• Shift work
• Travel may be required