Call Center Associate

JOB DESCRIPTION: Takes calls from patients and/or patient families for menu requests and utilizes room service diet software to process order. Proactively guides the patient or patient family member in a positive manner through the ordering process making suggestions, as needed. Processes new diet orders, transfers and discharges. Processes menu orders for patients who can not place orders by phone or who have a preselected menu order. Identifies and calls patients who have not ordered their meal and either facilitates the meal order or documents the reason for meal refusal. Identifies patient food preferences and enters them into room service software. Redirects calls if unable to handle a question. Communicates and discusses special needs with other departments such as nursing. Persons in this position maintain a high level of contact with the patient and family and are expected to exemplify Service.

Ensures that the menu order is accurate and appropriate to the patient¿s prescribed diet order. Monitors patient meal orders and communicates skipped meals or repeated small meal orders to the appropriate clinical dietitian. Processes nourishment orders and labels and keeps track of tube feeding orders for the units. Effectively communicates any concerns or problems to the dietitians or management staff as appropriate.

For administrative and tracking purposes, monitors, collects and/or records operation specific data. Performs other related duties as required.

MINIMUM QUALIFICATIONS: High school diploma or equivalent. 1 year of call center work experience. Additional experience in food service, hospitality or customer service preferred. Demonstrated skills in customer service, critical thinking, problem solving and written and verbal communication. Ability to make sound judgments while quickly processing information. Proficient computer and web-based software skills including the ability to adapt to regular changes in software programs and processes. Knowledge of modified diets preferred. Ability to read, write, speak and communicate in English. Ability to follow and give oral and written instructions. Ability to clearly and pleasantly communicate with patients, patient family members, hospital personnel and co-workers.

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.