Call Center Associate -Part Time Evenings

Responsibilities

• Process room service meal orders.
• Take phone calls for patient food and beverage requests.
• Assist patients with telephone callbacks as needed to ensure opportunity to order a meal.
• Assist patients at the bedside in selecting a menu when unable to call, following prescribed diet orders.
• Modify patient food and beverage choices applying age‑specific knowledge as appropriate.
• Utilize room service software to correct meal selections in accordance with prescribed diet orders.
• Accommodate all patient preferences and tolerances according to prescribed diet orders.
• Adhere to scripting and promote positive guest relations.
• Resolve customer concerns in a positive manner.
• Exhibit courtesy in phone conversations in all situations.
• Demonstrate competency in all CBORD programs used in the call center.
• Process messages received through the hospital computer system accurately.
• Follow job analysis guidelines for the assigned shift and run related reports.
• Manually enter allergy information into CBORD when necessary.
• Enter tube feeding and supplement orders into CBORD accurately and discontinue tube feeding orders upon notification.
• Enter personalized snacks for patients in accordance with policy and procedure.
• Monitor room service software function and notify supervisor or IT of any malfunction.
• Monitor, assemble, and check patient meal trays before delivery.
• Serve patient meal trays using department scripting.
• Adhere to computer‑downtime policy and emergency backup procedures.
• Inform the nursing or immediate supervisor when computer‑downtime nutrition records are needed.
• Manually enter admits, transfers, discharges, diet orders, and cancel diet orders in CBORD when Cerner is down.
• Coordinate effective communication within and outside the department via telephone, fax, or radio per policy.
• Contact nursing units to communicate insulin‑ordered trays.
• Follow SPUH and department policies regarding dress code, personal hygiene, and ID badge usage.
• Comply with policies on food, beverage consumption, and gum chewing in the call center and kitchen work area.
• Complete and document patient calorie counts in CBORD, including entering notifications.
• Demonstrate competency in the area of responsibility.
• Attend and provide in‑services/meetings within the hospital as assigned.
• Complete the SPUH patient education tool (Rapid Regulatory) annually and pass the post‑test.
• Perform additional tasks and assigned duties.
• Provide a flexible work schedule to meet departmental needs.
• Actively participate in training and orientation of new hires.

Requirements

• High School Diploma or equivalent required.
• Ability to perform simple math calculations and follow oral/written directions.
• Capability to handle computer tasks on room service software and view allergy and diet information in the hospital computer system.
• Strong focus on customer service.
• Versatility to adapt to frequent changes in job duties of the Diet Office.
• Ability to stand and walk short distances and sit at a computer terminal for most of the day.
• Ability to reach for, lift, and carry relatively light materials.

Pay

Salary range: $17.00 – $22.95 USD per hour. Competitive base rates are determined by factors such as work experience, internal equity, and market data. Some positions may be eligible for clinical certification pay and shift differentials. For part‑time status, the listed range is prorated accordingly.

Benefits

• Medical, dental, and vision insurance.
• Savings accounts and voluntary benefits.
• Wellness programs and discounts.
• Paid life insurance.
• Generous 401(k) match.
• Adoption assistance.
• Back‑up daycare.
• Free onsite parking.
• Recognition rewards.
• Fully paid tuition program or tuition assistance program.

Schedule

Part‑time evenings shift.