Call Center Associate

Emory Healthcare•Tucker, GA

9h•$18 - $22

About The Position

The Call Center Associate is the primary point of contact for patients and patient families placing meal orders through the hospital’s room service dining program. The associate handles incoming calls, processes meal requests in room service diet software, and ensures menu selections align with each patient’s prescribed diet order. The role guides callers through meal ordering, offers menu suggestions when appropriate, and supports a positive service experience. The associate works with nursing staff, clinical dietitians, and food service teams to support accurate ordering, dietary compliance, and timely meal service. The position also processes diet-order changes and nourishment requests, documents preferences and operational data, and communicates patient or operational concerns to appropriate staff. Strong customer service and frequent interaction with patients and families are central to the role.

Requirements

High school diploma or equivalent.
One year of call center or related customer service experience.
Demonstrated customer service, critical-thinking, and problem-solving skills.
Strong written and verbal communication skills.
Ability to make sound judgments while quickly processing information.
Proficiency with computer systems and web-based software applications, and ability to adapt to evolving software programs and processes.
Ability to read, write, speak, and communicate effectively in English.
Ability to follow oral and written instructions and communicate clearly and professionally with patients, patient family members, hospital personnel, and team members.

Nice To Haves

Experience in food service, hospitality, or healthcare customer service environments.
Knowledge of therapeutic or modified diets.
Experience working in a healthcare or hospital setting.

Responsibilities

Answer incoming calls from patients and patient family members requesting meal orders.
Use room service diet software to process patient meal orders accurately and efficiently.
Guide patients and families through meal ordering and provide menu recommendations as appropriate.
Redirect inquiries outside the role’s scope to the appropriate departments.
Ensure menu selections comply with patients’ prescribed diet orders.
Process new diet orders, patient transfers, and discharges in the room service system.
Process meal orders for patients unable to order by phone or who have preselected menu orders.
Identify patients who have not ordered meals and contact them to facilitate ordering or document meal refusal.
Document patient food preferences in the room service diet software system.
Communicate special dietary needs or concerns to nursing staff and relevant departments.
Monitor meal orders and notify the appropriate clinical dietitian about skipped meals or repeated small meal orders.
Communicate operational concerns or patient-related issues to dietitians or management staff in a timely manner.
Maintain frequent interaction with patients and families while demonstrating customer service and service excellence.
Process nourishment orders and maintain labeling and tracking of tube feeding orders for assigned units.
Monitor, collect, and record operational data for administrative and reporting purposes.
Perform additional related duties as assigned to support departmental operations.