Dining Services Call Center Representative

The Dining Services Call Center Representative is responsible for the dispatching a variety of customer service requests (i.e. meals, diet information and occasional housekeeping services) from the Dining Services Call Center.  Respond to calls and works closely with patients, families, and staff to ensure all patients’ needs are met in a timely and efficient manner.

EDUCATION AND EXPERIENCE REQUIREMENTS: 

Education:       High School diploma or equivalent preferred.       

Experience:    1 year experience in a customer service setting preferred.    

Certification:    n/a

GUIDING BEHAVIORS:

• Communication:  Listen to understand, before seeking to be understood.
• Collaboration:  Deliver outstanding service ensuring that safety comes first.
• Compassion:  Serve every person with empathy, dignity, and compassion.

PHYSICAL REQUIREMENTS:

• Should be able to push/pull, lift/move 35 lb., be able to perform moderately difficult manual manipulations such as using a keyboard, writing, and filing for extended periods of time, must be able to perform tasks which require hand-eye coordination such as data entry, typing and using photo copiers.  Mobility requirements may include the ability to be stationary at a workstation for a prolonged period time in addition to being able to squat or be mobile for a reasonable length of time and distance.  Communication requirements include the ability to comprehend the spoken English language in addition to being able to communicate and read the English language.

PRIMARY RESPONSIBILITIES OF THE POSITION:

• The Dining Services Call Center Representative is responsible for the dispatching of a variety of customer service requests. 
• Respond to customer calls in a timely, courteous and efficient manner, provide optimal customer service and document call information.
• Communicate with patients, patients’ families and staff to ensure patient satisfaction and excellent customer service is provided. 
• Visit unit floors to assist patients with meal orders.
• Monitor diet orders/changes as they come through on the office printer.  Input supplements and tube feed orders.
• Provide assistance to others in the Dining Services Call Center when necessary.
• Collaborate with other departments throughout the organization.
• Follow the daily office work flow (established responsibilities/duties) to maximize customer satisfaction.
• Support staff at peak hours, asking for assistance during busy times utilizing time efficiently with special assignments.
• Prioritize calls based on STAT, unusual requests, routine calls, etc.
• Communicate issues and offers suggestions to improve processes.
• Maintains records (logs) and files in a timely and organized fashion.
• Decipher information for data input into one of the following computer work tracking programs: Computrition, or other programs as may be determined.
• Fax forms or other information to requestors as needed.
• Respond calmly and efficiently to internal and external disaster drills. 

• Provide on the job training to new employees.
• Complete required training as assigned.
• Comply with Hospital and department policies, work rules and requirements.
• Adhere to patient privacy policies and procedures, maintain confidentiality.
• Adhere to the Making Ellis Exceptional (MEE) Behaviors & Standards, and initiate, promote, and support change initiatives.
• Complete other tasks as assigned in a timely manner.

Ellis Medicine is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex/gender, age, national origin, disability, genetic information, predisposition or carrier status, military or veteran status, prior arrest, or conviction record, marital or familial status, sexual orientation, transgender status, gender identity, gender expression, reproductive health decisions, or domestic violence victim status.

Salary Range:  $15.61-20.46     /hour                   Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.