Call Center Associate - Part Time Evenings

Saint Peters Healthcare System•New Brunswick, NJ

1d•$17 - $23

About The Position

The Call Center Associate processes room service meal orders and handles patient food and beverage requests by phone. The role supports patients who need help ordering, including assisting at the bedside when they cannot call, modifying choices based on age-specific needs, and ensuring selections comply with prescribed diet orders and patient preferences. The associate uses room service software and CBORD programs to manage orders, diet and allergy information, tube feedings, supplements, personalized snacks, and calorie counts. The position also monitors meal trays and software functionality, helps assemble or check trays, and serves trays using department scripting. It follows computer downtime procedures, including manual entry of patient and diet information when the hospital system is unavailable. The associate coordinates with Culinary and Nutrition staff, patient care units, and nursing, while maintaining department policies for customer service, dress, hygiene, and food and beverage practices. The role includes attending or providing assigned in-services and meetings, completing annual patient-education training, assisting with new-hire training, and performing other assigned duties. A flexible schedule is required to meet department needs.

Requirements

High school diploma or equivalent required.
Able to perform simple math calculations and follow oral and written directions.
Able to perform computer tasks using room service software and view allergy and diet information in the hospital computer system.
Focus on customer service.
Able to adapt to frequent changes in Diet Office job duties.
Able to stand and walk short distances and sit at a computer terminal for most of the day.
Able to reach for, lift, and carry relatively light materials.

Responsibilities

Process room service meal orders and respond to patient food and beverage requests by phone.
Make telephone callbacks to patients as needed to give them an opportunity to order a meal.
Assist patients at the bedside with menu selection when they are unable to call, following prescribed diet orders.
Modify patient food and beverage choices using age-specific knowledge as appropriate and accommodate preferences and tolerances within prescribed diet orders.
Use room service software to correct meal selections in accordance with prescribed diet orders.
Follow scripting, promote positive guest relations, resolve customer concerns positively, and communicate courteously by phone.
Demonstrate competency in CBORD programs used in normal call center operations.
Accurately process messages received through the hospital computer system and perform shift-specific job-analysis tasks, including running reports.
Manually enter allergy information into CBORD when necessary.
Enter tube-feeding and supplement orders accurately into CBORD and manually discontinue tube-feeding orders upon notification from the hospital system.
Enter personalized patient snacks in accordance with policy and procedure.
Monitor room service software and promptly notify a supervisor and/or IT of malfunctions.
Monitor patient meal trays; assemble and/or check trays before delivery; and serve trays using department scripting.
Follow computer downtime policies and procedures, including notifying the Nursing Supervisor or immediate Supervisor when the Computer Downtime Nutrition Record is needed.
When Cerner is down, manually enter patient admits, transfers, discharges, diet orders, and diet-order cancellations in CBORD as needed.
Coordinate communication within the department and with outside parties, using telephone, fax, and/or radio as needed and in accordance with department policy.
Contact nursing units when a patient on insulin has ordered a tray.
Follow SPUH and department policies on dress code, personal hygiene, food and beverage consumption, and gum chewing; report to work appropriately dressed and wearing an SPUH ID badge.
Complete calorie counts, document them electronically in CBORD, and enter calorie-count notifications into CBORD.
Attend and/or provide assigned hospital in-services and meetings; complete the annual SPUH patient education tool and demonstrate competency through a passing posttest score.
Perform additional assigned tasks and duties and provide a flexible work schedule to meet department needs.
Participate actively in training and orienting new hires.