Call Center Associate

About the role

The Call Center Associate will process room service meal orders, take phone calls for patient food and beverage requests, assist patients with telephone call backs, assist patients at the bedside in selecting menu items, modify patient food and beverage choices, utilize room service software, run reports, enter allergy information, enter tube feeding and supplement orders, enter personalized snacks, monitor room service software, assemble and check patient meal trays, serve patient meal trays, adhere to computer downtime policy, inform supervisors of need to utilize computer downtime, manually enter admits, transfers, discharges, diet orders and cancel diet orders, coordinate communication, utilize various communication methods, contact nursing units, adhere to SPUH and Department policies, demonstrate competency in area of responsibility, attend meetings, complete patient education tool, perform additional tasks, provide flexible work schedule, and actively participate in training.

Responsibilities

• Process room service meal orders
• Take phone calls for patient food and beverage requests
• Absorb and respond to patient food and beverage requests
• Assist patients at the bedside in selecting menu items according to prescribed diet order
• Modify patient food and beverage choices applying age-specific knowledge as appropriate
• Utilize room service software to correct meal selection with patients in accordance with prescribed diet order
• Accommodate all patient preferences/tolerances in accordance with prescribed diet orders
• Adhere to scripting and promote positive guest relations
• Demonstrate the ability to resolve customer concerns in a positive manner
• Exhibit courtesy in phone conversations with customers in all situations
• Utilize telephone, fax, and/or radio as needed to communicate with Culinary and Nutrition staff and patient care units
• Contact nursing units to communicate a patient on insulin has ordered a their tray
• Complete Calorie Counts
• Document patient calorie counts in CBORD electronically
• Enter calorie count notification into CBORD
• Attend/provide in-services/meetings within the hospital in area of responsibility as assigned by supervisor
• Complete SPUH patient education tool (Rapid Regulatory) annually and demonstrate competency as evidenced by a passing score on posttest
• Perform additional tasks and assigned duties
• Provide a flexible work schedule to meet the needs of the Department
• Actively participates in training and orientation of new hires

Requirements

• High School Diploma or equivalent required
• Able to perform simple math calculations and follow oral/written directions
• Capable of handling computer tasks on room service software and views allergy and diet information in hospital computer system
• Focus on customer service
• Versatility to adapt to frequent changes in job duties of the Diet Office
• Stands and walks short distances and sits at a computer terminal most of day
• Reaches for, lifts and carries relatively light materials