Part-time Call Center Representative

Room Service Call Representative

Under the general supervision of the Clinical Nutrition Director and Food Service Supervisor, the Room Service Call Representative is responsible for communicating effectively, timely, and courteously with patients, family members, and staff members when entering and processing meal choices into the CBORD computerized Room Service system. Assures that patients 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, Room Service reports and labels and distributes to appropriate staff. Participates in department data entry. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: 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 when they call with meal requests or special information regarding patients.
• Answers calls within established time standards and retrieves messages from phone system.
• Calls Unit Hosts to inform on patients that need to be visited, special requests or missing items that need to be picked up.
• Communicates with the dietitian or dietetic technician nursing/patient's special requests for food not allowed on their diets or need for diet education.
• Communicates nursing requests to the appropriate supervisor or manager.
• Accurately enters and updates all meal selections/orders/preferences/special request for food in CBORD system and accurately maintains the most current information regarding patient diet orders by properly using CBORD Room Service and LifeChart reports.
• Processes dialysis early trays using both LifeChart and CBORD.
• Accurately prints various Room Service labels, tallies, reports and tickets as required.
• Accurately highlights tray tickets for allergies, calorie counts and tray ticket notes and messages.
• Checks patient meal trays for presentation and accuracy.
• Works with Food Service Workers, Production Staff and Supervisors to make necessary corrections.
• Collaborates with Supervisors to make sure trayline runs efficiently.
• Responsible for alerting hosts when late trays are in the kitchen for pick up.
• Manages inventory of menus for distribution to new admissions.
• Independently initiates downtime procedures as needed.
• Maintains clean and sanitary work environment and performs cleaning and waste disposal and equipment operation duties in accordance with departmental policies and/or procedures.
• Required to perform duties of the Room Service Host as assigned including taking patient selections using a tablet both inpatient and in the Emergency Department, passing out and picking up meal trays, pushing carts of trays, serving hot beverages.
• Identifies safety hazards in the department and reacts to eliminate hazards quickly.
• Works well in a team environment. Performs other duties as assigned.

Minimum Qualifications:

Basic Knowledge: Ability to read and communicate in the English language. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals and the ability to compute percentages. High School graduate or equivalent preferred. Strong interpersonal communication and customer service skills. Strong basic computer skills.

Experience: At least one-year previous food service or customer service experience is required. CBORD experience preferred.

Work Environment and Physical Requirements: Must be capable of extensive walking, climbing up and down stairs, repetitive motions, reaching, lifting, pulling and pushing. Must be capable of standing for 2-1/2 hours at a time during meal tray assembly. Speech, sight and hearing to effectively communicate by varied means including, but not limited to, telephone, in person, and fax. Physical ability to lift to 50 lbs. Exposure to kitchen environment.

Supervisory Responsibilities: None.

Pay Range: $20.04-$20.90

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location: Rhode Island Hospital - 593 Eddy Street Providence, Rhode Island 02903

Work Type: Variable days, 5:45 am to 7 pm

Work Shift: Day

Driving Required: No

Union: International Brotherhood Teamsters