Part Time Customer Experience Meal Order Representative

Primary City/State: Mesa, Arizona Department Name: Patient Meal Order Center-Corp Work Shift: Evening Job Category: Marketing and Communications 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, access patient menu orders within a software system while providing knowledge of appropriate menu items and making 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: 2pm-7pm, working Sunday – Tuesday and Saturday. This will be an in-office position with all training to be completed on site. Training occurs Mon‑Fri from 3pm‑7pm until completed (average 3 weeks). Location Banner Health Corp, Mesa (525 W Brown Rd) Position Summary This position coordinates and processes all room service orders and order entry for multiple facilities in a centralized call center environment. It provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental, and inter‑facility room service related calls. The position escalates calls to Culinary and Nutrition at each facility when appropriate and accurately and efficiently enters appropriate data into Culinary systems. Core Functions Processes all room service related calls and enters or records all daily patient meal selections and preferences for multiple facilities and patient units. Understands and appropriately utilizes culinary systems as they relate to modified diets, food, and menu items for patients. Requests Diet Tech or Dietitian assistance when needed and presents standard information for prescribed diets to patients. 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 while following written and computer‑based procedures. Provides excellent customer service on the phone and resolves customer complaints effectively and efficiently, demonstrating knowledge of diets, allergies, and food types. Utilizes Cerner (View Only) to follow‑up with diet/allergy order concerns to better assist the patient and nursing partners, and understands when to make appropriate changes in the food suite. In compliance with JHACCO, completes daily missed meal reports and outbound calls to ensure patients have proper nutrition, accurately preparing reports for the appropriate facility. Demonstrates knowledge of Banner’s payment system to collect revenue from callers while ensuring compliance with Payment Card Industry Data Security Standard (PCI DSS). Interacts with patients, families, other food service staff, nursing staff, dietetic technicians, and dietitians. Minimum Qualifications High school diploma, GED, or equivalent working knowledge. Reading, writing, and mathematical skills. One to two years of related experience in nutrition services or similar. Excellent customer service skills, oral and written communication, listening, and attention to detail. Basic computer skills, including familiarity with computer keyboards. Ability to prioritize and make sound decisions following established department policies and procedures. Ability to multi‑task in a fast‑paced environment with frequent interruptions. Ability to learn and apply department procedures and process calls within defined standards. Ability to work cohesively in a team environment. Preferred Qualifications Additional skills and knowledge in call center or food service environments. Bilingual skills preferred in some assignments. Additional related education and/or experience. EEO Statement EEO, Disabled, Veterans. Banner Health supports a drug‑free work environment. #J-18808-Ljbffr