Room Service Operator, 40 Hrs, Mixed Shifts

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Exemption Status:

Schedule Details:

Scheduled Hours:

Shift:

Hours:

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This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:
1. Communicates on the telephone in an efficient, pleasant, and respectful manner, even during periods of high call volume, in order to assist patients and guests with their meal service selections. At peak time, a call center operator answers the phone and immediately enters a complete order into the HealthTouch system. A call center operator's average call time will range between 1 - 2 minutes.
2. Reviews therapeutic diet orders and modify the patient's order to meet the diet order parameters while attempting to honor the patient's request and be aesthetically pleasing. This includes nourishments, supplements, and tube feeding.
3. Speaks with the patient, family member(s) or nurse to explain needed modifications regarding meal orders. To communicate changes and if possible, find a satisfactory substitution. To ensure a nutritionally balanced meal that meets the dietary restrictions of the patient's diet order.
4. Communicate on the phone to patients, staff, and guests according to department scripting policy and procedures.
5. Communicates patient diet order issues to the Supervisor or clinical dietitian when policy mandates.
6. Corrects patient menus for all diets including those with complex and multiple diet restrictions. Utilizes diet manual for reference and adheres to established guidelines for menu correction.
7. Identify patients who have not ordered their meal. Interact with patient family and nursing to enter a complete order in HealthTouch. Facilitates the meal service or communicate via HealthTouch the reason for refusal.
8. Acts upon patient, family, or staff meal service requests. These requests may include communication with the clinical dietitian regarding diet-related changes, or room service team members to resolve meal service issues or handle special requests. When necessary escalating requests to the Supervisor.
9. Take phone calls and fax orders for all food requests. Receive requests for diet changes via computer, fax, or written format during downtime. Make necessary diet changes, keep "enter/edit" computer screen and room service order system updated. Follow standard procedures for diet patterns.
10. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility, and acceptance toward all employees, patients, and visitors.
11. May assist in orientation and on-the-job training of new Room Service Operators.
12. Performs a variety of routine office procedures such as relaying phone messages, copying, faxing, and filing paperwork.
13. Adhere to departmental and hospital policies and procedures and other foodservice regulations at all times.
14. Perform all other duties as assigned.
15. Demonstrates the knowledge and skills necessary to identify and process correct diets and portions for all age groups from pediatrics through elderly adults. Use of interpreter services for obtaining menu selections for patients in their preferred language
16. Demonstrates the ability to assess and interpret age appropriate data about the patient's status in order to identify age-specific needs.
17. Demonstrates age appropriate communication skills for the patient population served.

Standard Staffing Level Responsibilities:
1. Complies with established departmental policies, procedures and objectives.
2. Attends variety of meetings, conferences, seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.
All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. High school education or equivalent or 2 years of food service experience in a healthcare setting.

Preferred:
1. Previous experience in a healthcare setting.
2. Knowledge of specialized diets and menus.
3. Bilingual.

Experience/Skills:
Required:
1. Previous customer service and/or call center experience.
2. Knowledge and ability to utilize personal computers or data terminals to record, verify and retrieve standard information.
3. Ability to read, write, speak, and communicate in English.
4. Ability to follow and give oral and written instructions.
5. Ability to communicate with patients, hospital personnel, and co-workers.

Preferred:
1. 3-4 months of related experience to be familiar with basic nutrition and food service operations, functions, and procedures.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

The hours for this role are 7:30am-4:00pm, every other weekend. Rotating holidays.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.