Call Center Associate - Part Time Evenings

Saint Peters Healthcare System•New Brunswick, NJ

4d•$17 - $23•Onsite

About The Position

The Call Center Associate - Part Time Evenings will process room service meal orders, take phone calls for patient food and beverage requests, and assist patients with telephone call backs as needed to ensure opportunity to order a meal. They will also assist patients at the bedside in selecting menus if needed according to prescribed diet orders, and modify patient food and beverage choices applying age-specific knowledge as appropriate. The role requires utilizing room service software to correct meal selections in accordance with prescribed diet orders and accommodating all patient preferences/tolerances. The associate will adhere to scripting, promote positive guest relations, and demonstrate the ability to resolve customer concerns in a positive manner, exhibiting courtesy in all phone conversations. Competency in all CBORD programs utilized during normal operation of the call center is expected, as is accurate processing of messages received through the hospital computer system. The role involves running reports, manually entering allergy information into CBORD, and accurately entering tube feeding and supplement orders into CBORD, as well as manually discontinuing tube feeding orders. Personalized snacks for patients will be entered in accordance with policy and procedure. The associate will monitor room service software function and notify supervisors or IT immediately of any malfunctions. They will also monitor and assemble/check patient meal trays before delivery and serve them using department scripting. Adherence to the Computer downtime policy and procedure is crucial for emergency back-up procedures, including informing the Nursing Supervisor/immediate Supervisor of the need to utilize the Computer Downtime Nutrition Record. Manual entry of admits, transfers, discharges, diet orders, and cancels in CBORD when Cerner is down is also a responsibility. Effective communication within and outside the department is key, utilizing telephone, fax, and/or radio as needed. Contacting nursing units to communicate a patient on insulin has ordered their tray is part of the role. Adherence to SPUH and Department policies/procedures regarding dress code, personal hygiene, food and beverage consumption, and gum chewing is required. The associate will complete Calorie Counts, document them electronically in CBORD, and enter calorie count notifications into CBORD. Competency in the area of responsibility is expected, along with attending/providing in-services/meetings and completing the SPUH patient education tool annually. Additional tasks and assigned duties will be performed, and a flexible work schedule to meet the needs of the Department is required. Active participation in the training and orientation of new hires is also expected.

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.