Call Center Rep

I. GENERAL SUMMARY:Under general supervision is responsible for the ongoing and uninterrupted flow of calls within the Tufts Medical Center complex through use of the electronic telephone consoles Performs routine duties that require exceptional computer skills, proper phone etiquette, Proficiency in special dietary procedures, and knowledge of routine modified diets and combinations of diet modifications. Food service requests come through x62222 and hospitality and transport requests come through x64357.II. PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:As a call center representative at Tufts Medical Center you will be a key member of the hospitality team providing excellent customer service and working in a fast paced high volume call center that handles multiple hospital services which directly impact patient careMaintains collaborative, team relationships with peers and colleagues in order to effectively contribute to the working groups achievement of goals, and to help foster a positive work environmentAnswer phone calls from hospital staff and patients in a timely and effective manner by utilizing the provided scriptProvide excellent customer service and problem solving when issues arise with either housekeeping, transport, or food service requestsRecord any issues of service failures within housekeeping, transport, and food service to ensure that proper follow up can be completed and optimal patient care is achievedConduct patient rounds to assess adequacy of nutrition intake and resident satisfaction with meals and meal service and enter these into the patient connect application to ensure patient concerns and needs are addressed by the departmentWork cooperatively with foodservice staff to ensure conformance with nutrition prescriptionsReview therapeutic diet orders and modify patient food orders to meet the prescribed diet restrictions by using the CBORD applicationHave in-depth understanding of routine modified diets and are able to explain to other staff and colleagues when neededEducate patients on their diet modifications and how that pertains to the food restrictions they may haveVerify diet orders and allergies listed in CBORD by using the Soarian databaseAbility to defuse and address patient concerns and commence resolution for hospitality servicesTrack service improvement opportunities for hospitality services daily on service log and escalate any follow up items as appropriate in real timeEntry of production inventory and food cost information by using Microsoft ExcelEntry of housekeeping and transport requests by using the FacilityFit Pro applicationMonitor the house keeping pager and log in any request into the FacilityFit Pro applicationFollow up with all housekeeping calls by end of day to ensure the requests were completed and close them in the FacilityFit Pro applicationRegularly check Tufts Medical Center emails for updates relating to job functions and hospital policiesPerform any other tasks as needed and directed by supervisory and management staffIII. JOB REQUIREMENTS:JOB KNOWLEDGE AND SKILLS:Ability to perform repetitive tasks accurately on a continuous basis under conditions of constant interruption and frequent pressure.Strong work ethicTeam mentalityAbility to anticipate customer needsPleasant telephone voice and mannerEDUCATION:Knowledge and ability generally obtained through four years of high school with emphasis on spelling, pronunciation and diction.C. JOB EXPECTATIONSIt is expected that all call center representatives are willing to work extra hours when necessary with short notice and maintain a flexible availability.EXPERIENCE:An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.Three to six months experience in a call center environment and/or related medical facility is a plus.D. LICENSES, ETC. :Not ApplicableIV. AGE SPECIFIC COMPETENCIES:Possesses and applies the skills and knowledge necessary to provide care to patients throughout the life span, with consideration of aging processes, human development stages and cultural patterns in each step of the care process. This includes:Knowledge of growth and developmentAbility to interpret age specific data and response to careProvide age specific communicationV. WORKING CONDITIONS/PHYSICAL DEMANDS:Job requires such physical demands as manual dexterity, eye-hand coordination, good vision, pleasant voice, acute hearing and sitting during all working hours.Constant glare from overhead lighting reflection off video terminals causing eye irritation.Frequent background noise from Fire Panel and pocket pagers being tested.Constant telephone contact with general public, Hospital and University Staff, patients and families.At Tufts Medicine, we want every individual to feel valued for the skills and experience they bring. Our compensation philosophy is designed to offer fair, competitive pay that attracts, retains, and motivates highly talented individuals, while rewarding the important work you do every day.The base pay ranges reflect the minimum qualifications for the role. Individual offers are determined using a comprehensive approach that considers relevant experience, certifications, education, skills, and internal equity to ensure compensation is fair, consistent, and aligned with our business goals.Beyond base pay, Tufts Medicine provides a comprehensive Total Rewards package that supports your health, financial security, and career growth—one of the many ways we invest in you so you can thrive both at work and outside of it.Pay Range:$17.00 - $20.77 #J-18808-Ljbffr