Call Center Associate

Saint Peters Healthcare System•New Brunswick, NJ

2d•$17 - $23•Onsite

About The Position

The Call Center Associate will be responsible for processing room service meal orders, taking phone calls for patient food and beverage requests, and assisting patients with callbacks to ensure they have the opportunity to order a meal. This role also involves assisting patients at the bedside with menu selection according to their prescribed diet order, modifying food and beverage choices with age-specific knowledge, and utilizing room service software to correct meal selections in accordance with prescribed diet orders. The associate must accommodate patient preferences and tolerances, adhere to scripting, promote positive guest relations, and resolve customer concerns effectively. Competency in CBORD programs and accurate processing of messages through the hospital computer system are essential. The role includes running reports, manually entering allergy information, and entering/discontinuing tube feeding and supplement orders into CBORD. Monitoring room service software function, notifying supervisors of malfunctions, and monitoring/assembling/checking patient meal trays before delivery are also key duties. The associate must adhere to computer downtime policies, inform nursing supervisors of the need to use the Computer Downtime Nutrition Record, and manually enter patient information into CBORD when the hospital system is down. Effective communication within and outside the department, using telephone, fax, and radio as needed, is required. Specific communication tasks include contacting nursing units to inform them when a patient on insulin has ordered their tray. Adherence to SPUH and Department policies/procedures regarding dress code, personal hygiene, food and beverage consumption, and gum chewing is mandatory. The role also involves completing and documenting calorie counts, entering calorie count notifications, and demonstrating competency in the area of responsibility. Attending in-services/meetings, completing annual patient education tools, performing additional assigned duties, providing a flexible work schedule, and actively participating in training new hires are also part of the responsibilities.

Requirements

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

Responsibilities

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