Call Center Associate - Saint Peter’s Healthcare System : Job Details

Call Center Associate

Culinary & Nutrition

The Call Center Associate will:

* Process room service meal orders

* 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 promotes 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. Runs reports, etc. in accordance with job analysis. Manually enter allergy information into CBORD when necessary.

* Enter tube feeding and supplement orders into CBORD accurately and manually discontinues 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 notifies supervisor and/or IT immediately when malfunction is detected.

* Monitor patient meal trays.

* Assemble and/or checks patient meal trays before delivery.

* Serve patient meal trays using department scripting.

* Adhere to Computer downtime policy and procedure to ensure compliance to emergency back-up procedures when necessary.

* Inform Nursing Supervisor/ immediate Supervisor of need to utilize Computer Downtime Nutrition Record when back-up is necessary for hospital system.

* Manually enter admits, transfers, discharges patients, diet orders and cancels diet orders in CBORD as needed when Cerner is down.

* Coordinate effective communication, both within the department, as well as outside of the department.

* 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 a their tray.

* Adhere to SPUH and Department polices/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.

* Complete Calorie Counts.

* 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 demonstrates competency as evidenced by a passing score n posttest.

* Perform additional tasks and assigned duties.

* Provide a flexible work schedule to meet the needs of the Department.

* Actively participates 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 views 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 day.

* Reaches for, lifts and carries relatively light materials.

Roles Available: Part Time and Per Diem

Per Diem - Evening Shifts 4 pm -7:30 pm, 4 pm -8pm and 3pm -7pm, Weekends (day/evening shifts) and weekdays.

Par Time - Various Shift: Weekdays: 4-8pm, 3-7pm, 4-730 pm. Occasional 8 hour shift for coverage purposes.

Weekends: 6-230, 645-315, 7-330, 1030-7, 3-7, 4-730, 4-8

Schedule is planned out 3 weeks in advance.

Grade 110