Call Center Associate

Overview

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

· Comprehensive health benefits that start day 1

· Student Loan Repayment Assistance & Reimbursement Programs

· Family-focused benefits

· Wellness incentives

Ongoing mentorship, development, leadership programs...and more

8am - 4:30p / Full Time / 40hrs

Description

JOB DESCRIPTION: 

• Takes calls from patients and/or patient families for menu requests and utilizes room service diet software to process order.
• Proactively guides the patient or patient family member in a positive manner through the ordering process making suggestions, as needed.
• Processes new diet orders, transfers and discharges.
• Processes menu orders for patients who can not place orders by phone or who have a preselected menu order.
• Identifies and calls patients who have not ordered their meal and either facilitates the meal order or documents the reason for meal refusal.
• Identifies patient food preferences and enters them into room service software.
• Redirects calls if unable to handle a question.
• Communicates and discusses special needs with other departments such as nursing.
• Persons in this position maintain a high level of contact with the patient and family and are expected to exemplify Service.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent preferred.
• 1 year of call center work experience or related customer service experience.
• Additional experience in food service, hospitality or customer service preferred.
• Demonstrated skills in customer service, critical thinking, problem solving and written and verbal communication.
• Ability to make sound judgments while quickly processing information. Proficient computer and web-based software skills including the ability to adapt to regular changes in software programs and processes. Knowledge of modified diets preferred.
• Ability to read, write, speak and communicate in English.
• Ability to follow and give oral and written instructions.
• Ability to clearly and pleasantly communicate with patients, patient family members, hospital personnel and co-workers.

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.