Food Service Call Center Operator

As a member of the Room Service team, serves as a key liaison between patients, clinical staff, and food service operations.
Ensures timely delivery of high-quality, patient-specific meals while providing exceptional customer service and maintaining compliance with all food safety and regulatory standards.

Job Description Key Responsibilities

• Assist patients with menu selection and ensure meals align with prescribed diet orders

• Enter and manage meal orders accurately using the Computrition system

• Communicate with patients, families, and clinical staff to clarify dietary needs and make appropriate substitutions

• Ensure all patients receive meals within established service timelines

• Identify patients who have not ordered and facilitate meal service to ensure proper nutrition

• Respond to patient and staff requests, resolving issues or escalating as needed

• Coordinate and manage delivery of nourishments, supplements, and special requests

• Maintain accurate patient diet information and records in the system

• Support training and onboarding of new team members

• Adhere to all food safety, sanitation, and HACCP guidelines

• Assist with tray delivery and pickup as needed

Additional Skills & Competencies

• Excellent customer service and communication skills with a patient-centered approach

• Ability to multitask and work efficiently in a fast-paced, high-volume environment

• Strong attention to detail and problem-solving skills

• Ability to handle sensitive situations with professionalism and confidentiality

• Proficiency with computer systems (e.g., Computrition, Microsoft Office)

• Ability to work collaboratively with a diverse team and healthcare staff

• Bilingual skills and Registered Diet Technician credentials are a plus

Work Environment

• Fast-paced call center and healthcare setting with frequent patient interaction

• Combination of sitting, standing, and walking throughout the shift

• Occasional lifting (up to 25 lbs) and transporting of food carts

• Exposure to kitchen environments and varying temperatures

• Rotating shifts including early mornings, evenings, weekends, and holidays

• High School Diploma or equivalent preferred

• Customer service and/or call center experience required

• Healthcare or food service experience preferred

• Basic computer and math skills required

• Knowledge of therapeutic diets and nutrition services preferred

Minimum Starting Pay:

$18.58

Per Diem/Shifts Can Vary

The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.