Nutritional Svcs Rep

MISSION, VALUES and SERVICE GOALS

Mission: We deliver outstanding care, inspire health, and connect with heart.

Values: Trust. Respect. Integrity. Compassion.

SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

About the role

Serves as first contact for phone calls coming into the Nutritional Services Call Center and informs guests (i.e., patients, visitors, etc.) of food choices available for their meal(s) by effectively using CBORD software to assist patients and guests with their meal order(s).

• Completing meal orders accurately and informing the kitchen of the order in a timely manner.
• Aiding patients with their meal order by notifying them of the food choices that are acceptable according to their diet order. May need to visit patients for menu selection if necessary.
• Verifying and adjusting meal orders as necessary.
• Receiving and assessing a high volume of incoming phone calls using current/accurate knowledge of the department/organization and its services.
• Speaking clearly, concisely, with a pleasant tone and respectfully to all callers. Ensuring that Beacon Health System's policy on confidentiality is strictly adhered to.
• Utilizing good judgment and maintaining one's composure in any stressful situation.
• Communicating appropriate information to the Supervisor, Manager and/or team members when necessary and writing all messages legibly.

Responsibilities

Maintains the work area and equipment in an orderly manner by reporting to the Manager regarding possible equipment replacement and equipment malfunctions.

• Keeps Call Center neat, clean and organized.
• Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
• Demonstrating a commitment to department performance improvement by conducting oneself according to Beacon's values.
• Advising other team members, throughout the shift and at the end of the shift, about any pending or high-priority situations as necessary.
• Acting as a representative of Beacon Health System and striving to make a good first impression.
• Communicating with the Supervisor (or Manager) regarding any concerns or problems in a timely manner.
• Working in a positive, pro-active and cooperative manner with guests and team members when providing information, seeking assistance or clarification and resolving problems.
• Assisting with the training of new team members as directed.
• Completing other job-related duties as assigned which may include tray delivery and stock gathering, tallying and delivery as needed.

Qualifications

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Skills

Requires a solid understanding of the meal ordering process and the ability to effectively prioritize workload to handle incoming phone calls and take meal orders accurately.

• Basic office and keyboarding skills and the ability to use basic office equipment (i.e., computer, printer, fax machine, calculator, etc.) specific to the department's needs.
• Proficient computer skills (i.e., data entry, word processing and spreadsheets).
• Ability to use multiple databases such as CBORD and Cerner PowerChart.
• Knowledge of therapeutic diets necessary to verify and adjust patient's meal order.
• Interpersonal and communication skills (both verbal and written) necessary to interact effectively with patients from various backgrounds in a professional, enthusiastic, courteous, friendly, caring and sincere manner.
• Ability to follow verbal and written instructions and to read and write English legibly.
• Clear, concise speaking skills and the ability to communicate in a clear and effective manner when answering patients' questions and communicating with other departments, team members and the public.
• Strict adherence to Beacon Health System's policy on confidentiality.
• Good listening skills with sensitivity to individuals who do not speak English as their first language, or have speech difficulties or challenges.
• Effective telephone skills and the ability to lower one's voice in certain situations.
• Good organization skills and the ability to pay close attention to details.
• Able to compile, tally and gather stock for host position.
• Able to fill in for tray assembly and tray delivery as needed.
• Attend diet training course and pass the competency test.