Call Center Associate - Part Time Evenings

About the role

The Call Center Associate - Part Time Evenings will process room service meal orders and take phone calls for patient food and beverage requests.

Responsibilities

• Assist patients with telephone call backs as needed to ensure opportunity to order a meal
• Assist patients at the bedside in selecting menu if needed according to prescribed diet order should the patient be unable to call
• 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 promotes positive guest relations
• Demonstrate the ability to resolve customer concerns in a positive manner
• Exhibit courtesy in phone conversations with customer in all situations
• Demonstrate competency in all CBORD programs utilized during the normal operation of the call center
• Process messages received through hospital computer system accurately
• Follow job analysis in accordance with assigned shift
• Run reports in accordance with job analysis
• Manually enter allergy information into CBORD when necessary
• Enter tube feeding and supplement orders into CBORD accurately and manually discontinues tube feeding orders upon notification from hospital system
• Enter personalized snacks for patients in accordance with policy and procedure
• Monitor room service software function and notifies supervisor and/or IT immediately when malfunction is detected
• Monitor patient meal trays
• Assemble and/or checks patient meal trays before delivery
• Serve patient meal trays using department scripting
• Adhere to Computer downtime policy and procedure to ensure compliance to emergency back-up procedures when necessary
• Inform Nursing Supervisor/immediate Supervisor of need to utilize Computer Downtime Nutrition Record when back-up is necessary for hospital system
• Manually enter admits, transfers, discharges patients, diet orders and cancels diet orders in CBORD as needed when Cerner is down
• Coordinate effective communication, both within the department, as well as outside of the department
• Utilize telephone, fax, and/or radio as needed to communicate with Culinary and Nutrition staff and patient care units in accordance with Department policy
• Contact nursing units to communicate a patient on insulin has ordered their tray
• Adhere to SPUH and Department policies/procedures regarding dress code and personal hygiene standards
• Report to work in proper dress according to the Department's policies and procedures, including wearing one's SPUH ID Badge
• Follow Departmental policies and procedures regarding personal hygiene
• Adhere to Departmental policies and procedures regarding food and beverage consumption and gum chewing while in the call center and kitchen work area
• Complete Calorie Counts
• Document patient calorie counts in CBORD electronically
• Enter calorie count notification into CBORD
• Demonstrate competency in area of responsibility
• 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 demonstrates 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 participate 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

Pay

Salary Range: 17.00 - 22.95 USD

Benefits

• Medical, dental, and vision insurance
• Savings accounts
• 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 generous tuition assistance program