Call Center Associate

Call Center Associate – Responsibilities 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 promote 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; run reports as required; manually enter allergy information into CBORD when necessary. Enter tube feeding and supplement orders into CBORD accurately and manually discontinue 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 notify supervisor and/or IT immediately when malfunction is detected. Monitor patient meal trays; assemble and/or check patient meal trays before delivery; serve patient meal trays using department scripting. Adhere to computer downtime policy and procedure to ensure compliance with emergency back‑up procedures when necessary. Inform nursing supervisor or immediate supervisor of need to utilize computer downtime nutrition record when back‑up is necessary for hospital system. Manually enter admits, transfers, discharges, diet orders and cancel diet orders in CBORD as needed when Cerner is down. Coordinate effective communication, both within the department and outside of it. 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 their tray. Adhere to SPUH and department policies/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. 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 demonstrate competency as evidenced by a passing score on posttest. Perform additional tasks and assigned duties. Provide flexible work schedule to meet the needs of the department. Actively participate 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 viewing 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 the day. Reaches, lifts and carries relatively light materials. Salary Range 17.00 - 22.95 USD Saint Peter's offers a robust benefits program to eligible employees that will support you and your family in working toward achieving and maintaining secure, healthy lives now and into the future. Benefits include medical, dental, and vision insurance; savings accounts, voluntary benefits, wellness programs and discounts, paid life insurance, generous 401(k) match, adoption assistance, back‑up daycare, free onsite parking, and recognition rewards. You can take your career to the next level by participating in either a fully paid tuition program or our generous tuition assistance program. #J-18808-Ljbffr