Customer Experience Meal Order Representative

Customer Experience Meal Order Representative

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

The Customer Experience Meal Order Representatives answer inbound room service calls from hospital patients and their families with a high level of personalized service in a customer centric environment. In this role, you will process all room service related calls and enter all daily patient meal selections and preferences for multiple facilities and patient units. You will provide a high level of customer service to callers. You will be accessing patient menu orders within software system while providing knowledge of appropriate menu items and makes suggestions to patients. You will make outbound calls to patients who missed meals or need additional services. The department is a fast-paced call center work environment with a focus on details and patient satisfaction.

Shift Details:

Hours: 3pm-7pm working Saturday - Wednesday. This will be an in office position with all training to be completed on site Mon-Fri from 3pm-7pm until completed (3 week average).

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

Position Summary

This position coordinates and processes all room service orders and order entry for multiple facilities in a centralized call center environment. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility room service related calls. This position escalates calls to Culinary and Nutrition at each facility when appropriate. Position accurately and efficiently enters appropriate data into Culinary systems.

Core Functions

• Processes all room service related calls. Enters or records all daily patient meal selections and preferences for multiple facilities and patient units.
• Understands and appropriately utilizes culinary systems as it relates to modified diets, food and menu relating to patients. Requests Diet Tech or Dietitian assistance when needed. Able to read, understand and present to patients standard information for prescribed diet.
• Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls and responds to caller requests in a professional, confidential and courteous manner. Follows written and computer based procedures to ensure that calls are processed according to facility guidelines.
• Provides excellent customer service on the phone and resolves customer complaints effectively and efficiently. Demonstrates the appropriate knowledge of diets, allergies and types of food to better assist the caller.
• Utilizes Cerner (View Only) to follow-up with diet/allergy order concerns to better assist the patient and nursing partners. Understands when to make the appropriate changes in the food suite when necessary.
• In compliance with JHACCO, completes daily missed meal reports/ outbound calls to ensure our patients have the proper nutrition. Accurately prepares reports sent to the appropriate facility.
• Demonstrates the appropriate knowledge in using Banner's payment system to collect revenue from callers, while also making sure we are in compliance with Payment Card Industry Data Security Standard (PCI DSS).
• This position interacts with patients and families, other food service staff, nursing staff, dietetic technicians and dietitians.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

Note: The core functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.

Supervisory Responsibilities

Directly Reporting: None

Matrix or Indirect Reporting: None

Type of Supervisory Responsibilities: N/A

Physical Demands/Environment Factors

OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager) Requires extensive sitting with periodic standing and walking. May be required to lift up to 20 pounds. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone. May require off-site travel

Minimum Qualifications

High school diploma/GED or equivalent working knowledge. Requires reading, writing and mathematical skills. Skills and knowledge of nutrition services as typically gained through one to two years of related experience. Must possess excellent customer service, oral and written communication, listening skills and attention to detail to effectively interact pleasantly and calmly with incoming callers. Must possess basic computer skills, including familiarity with computer keyboards. Must be able to effectively prioritize and make sound decisions following established department policies, procedures and standards. Ability to multi-task in a fast paced environment with frequent interruptions. Must be able to learn and apply department procedures as well as process calls within defined standards. Must possess the ability to work cohesively in a team environment.

Preferred Qualifications

Additional skills and knowledge in call center or food service environments preferred. Bilingual skills preferred in some assignments. Additional related education and/or experience preferred.