Per Diem Call Center Representative

About the role

Under the general supervision of the Clinical Nutrition Director and Food Service Supervisor, the Room Service Call Representative communicates effectively, timely, and courteously with patients, family members, and staff when entering and processing meal choices into the CBORD computerized Room Service system. Ensures patient food choices are appropriate based on the diet and updates patient meal selections, diet orders, and preferences in CBORD. Prints Room Service meal tray tickets, reports, and labels, and distributes them to appropriate staff. Participates in department data entry.

Employees are expected to role model the organization's values of Compassion, Accountability, Respect, and Excellence, and demonstrate core Success Factors: Instill Trust and Value Differences, Patient and Community Focus, and Collaborate.

Responsibilities

• Communicates effectively, timely, and courteously with nursing, unit secretaries, room service hosts, dietitians, dietetic technicians, patients, and family members regarding meal requests or special information.
• Answers calls within established time standards and retrieves messages from the phone system.
• Informs unit hosts about patients needing visits, special requests, or missing items.
• Relays nursing or patient requests for food not allowed on diets or diet education needs to dietitians or dietetic technicians.
• Communicates nursing requests to the appropriate supervisor or manager.
• Accurately enters and updates meal selections, orders, preferences, and special requests in the CBORD system.
• Maintains current patient diet order information using CBORD Room Service and LifeChart reports.
• Processes dialysis early trays using both LifeChart and CBORD.
• Prints and accurately highlights Room Service labels, tallies, reports, and tickets for allergies, calorie counts, and tray notes.
• Checks patient meal trays for presentation and accuracy; collaborates with food service workers, production staff, and supervisors to make corrections.
• Ensures trayline runs efficiently and alerts hosts about late trays in the kitchen.
• Manages inventory of menus for new admissions.
• Initiates downtime procedures as needed.
• Maintains a clean and sanitary work environment, including cleaning, waste disposal, and equipment operation duties.
• Performs duties of the Room Service Host as assigned, including taking patient selections using a tablet, distributing and collecting meal trays, pushing carts, and serving hot beverages.
• Identifies and reacts to safety hazards in the department.
• Works well in a team environment.
• Performs other duties as assigned.

Requirements

• Ability to read and communicate in English.
• Basic math skills: addition, subtraction, multiplication, division, and percentage computation.
• High school graduate or equivalent preferred.
• Strong interpersonal communication and customer service skills.
• Strong basic computer skills.
• At least one year of previous food service or customer service experience.
• CBORD experience preferred.

Work Environment and Physical Requirements

• Capable of extensive walking, climbing stairs, repetitive motions, reaching, lifting, pulling, and pushing.
• Capable of standing for 2.5 hours at a time during meal tray assembly.
• Speech, sight, and hearing to effectively communicate via telephone, in person, and fax.
• Physical ability to lift up to 50 lbs.
• Exposure to a kitchen environment.

Pay

$20.04–$20.90 per hour.

Schedule

Variable days, 5:45 AM to 7:00 PM.