Room Service Call Center Representative

Nutrition & Food Services Patient Meals - Muskogee Campus

Job Summary: Responsible for obtaining meal orders from patients over the phone by verifying physician diet orders, entering meal selections or tube feeding into CBORD, and assisting patients with making selections which are appropriate for their diet order. Verifies and communicates allergies as necessary. Uses proper phone etiquette when talking with patients, visitors, or other personnel.

Minimum Education: High School Diploma or GED.

Licensure, Registration and/or Certification: Valid Oklahoma Food Handler's permit.

Work Experience: 1 year of experience in hospitality industry or in hospital dietary office setting, preferred.

Knowledge, Skills and Abilities: Must possess good oral and written skills. Ability to work well with others. Working knowledge of Microsoft office tools. Ability to use independent judgment.

Essential Functions and Responsibilities: Takes and transcribes phone calls, and communicates incoming and outgoing meal orders from patients, families and nursing staff. Using the electronic medical record report enters the correct tube feeding into CBORD at the exact rate for those patients unable to eat. Delivers excellent satisfaction utilizing phone etiquette (AIDET), coaching patients through meal restrictions, and reads back meal selections. Takes ownership of room service call center program and resolves issues. Works as a liaison between patients and departments over the phone to ensure patient delivery needs are met. Generates tray tickets with patient meal selections according to preferred mealtimes; utilizes computer reports to call patients that need assistance with ordering meals. Delivers and verifies patient meal trays according to dietary requirements.

Decision Making: Independent judgment in making minor decisions where alternatives are limited and standard policies/protocols have been established.

Working Relationships: Works directly with patients and/or customers. Works with internal and/or external customers via telephone or face to face interaction. Works with other healthcare professionals and staff.

Special Job Dimensions: None.

Location: Muskogee, Oklahoma 74401

EOE Protected Veterans/Disability