Call Center Associate

Call Center Associate

Culinary & Nutrition

The Call Center Associate will:

• Process room service meal orders

• Take phone calls for patient food and beverage requests.

• 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. Runs reports, etc. 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 a their tray.

• Adhere to SPUH and Department polices/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 n posttest.

• Perform additional tasks and assigned duties.

• Provide a flexible work schedule to meet the needs of the Department.

• Actively participates 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.

Roles Available: Part Time and Per Diem

Per Diem

• Evening Shifts 4 pm

• 7:30 pm, 4 pm

• 8pm and 3pm

• 7pm, Weekends (day/evening shifts) and weekdays.

Par Time

• Various Shift: Weekdays: 4-8pm, 3-7pm, 4-730 pm. Occasional 8 hour shift for coverage purposes.

Weekends: 6-230, 645-315, 7-330, 1030-7, 3-7, 4-730, 4-8

Schedule is planned out 3 weeks in advance.

Grade 110