What are the responsibilities and job description for the Call Center Associate position at Saint Peter’s Healthcare System?
Culinary & Nutrition
The Call Center Associate will:
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.
- 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.
