Call Center Operator Nutrition Services

Number of Job Openings Available:

1

Date Posted:

May 02, 2024

Department:

16008300 Nutrition Services Call Center

Shift:

Day/Evening (United States of America)

Shift Length:

Variable shift length

Hours Per Week:

9

Union Contract:

SEIU-4-Abbott Northwestern Service Workers

Weekend Rotation:

Every Other

Job Summary:

The Dietary Call Center Representative assists patients and their family members with meal ordering via the telephone. The Representative follows nutritional guidelines for each patient's diet order to ensure all order modifications are being met and appropriate recommendations are being made to the patient.

Key Position Details:

• .3 FTE (9 hours/week)

• Day/Evening

• Ability to work in high volume call office

• Great communication skills and ability to diffuse situational conversations that become heightened.

• Ability to navigate multiple computer programs with high proficiency

• Maintain a minimum of 70 to 80 incoming calls per 4 hour meal period as well as 35 to 45 call backs each meal period

• Proficient in ability to read, write, and speak English

• Previous Food Service or Call Center experience preferred

• 1st Saturday and 1st Sunday 2:30pm-6:30pm, 1st Monday- 2:45pm-6:45pm, 1st Wednesday 2:30pm-6:30pm, 2nd Monday- 2:30pm-6:30pm, 2nd Tuesday 2:30pm-6:30pm

Job Description:

Principle Responsibilities

• Responds to incoming calls and facilitates the patient meal order process and procedures.

• Process room service patient orders working directly with patient, staff or family. Follows the guidelines of identifying patient to room, informing caller of the diet ordered, taking order, offering appropriate condiments and reading back the menu.

• Follows specific diet guidelines as well as tray guidelines. Makes suggestions to assist patients in their selections for diet compliance and appropriate tray guidelines.

• Places call backs to patients who have not ordered for each meal period, and note in HealthTouch. Notify medical staff if a Carb Controlled patient cannot be reached or is refusing to eat and documents in HealthTouch.

• Follows nutritional guidelines for each patient's diet order.

• Adheres to the patient's nutritional guide as orders are placed.

• Requests diet check when there is not a diet indicated for a patient.

• Follows the added notes section of each patient record.

• Processes orders for guest trays and default trays.

• Processes Guest tray orders, Courtesy Cart orders and all out patient orders with accurate data, including correct room numbers, order information, order for correct hospital and any other details for the order.

• Assists with default meals for non-select patients prior to meal period, ensuring the default meal selected meets all criteria of diet order. Makes adjustments as needed to be compliant with diet order.

• When entering default menus, check out board and diet order with the default meal to confirm the HT default meal is compliant with diet order, allergies and there is nothing on the out board that is in the default meal.

• Maintains high customer service skill levels at all times while processing order requests.

• Other duties as assigned.

Job Requirements

• Must be 16 years of age with education and/or experience needed to meet required functional competencies as listed on the job description, and High school diploma or GED preferred
• 0 to 2 years in healthcare and/or customer service required

Physical Demands

Light Work:

Lifting weight Up to 20 lbs. occasionally, Up to 10 lbs. frequently