Call Center Associate -Part Time Evenings

Saint Peter's 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 the opportunity to order a meal. They will also assist patients at the bedside in selecting a menu if needed, according to their prescribed diet order, should the patient be unable to call. The associate will modify patient food and beverage choices, applying age-specific knowledge as appropriate, and utilize room service software to correct meal selections in accordance with prescribed diet orders. They will accommodate all patient preferences/tolerances in accordance with prescribed diet orders, adhere to scripting, and promote positive guest relations. The role requires demonstrating the ability to resolve customer concerns in a positive manner and exhibiting courtesy in phone conversations with customers in all situations. Competency in all CBORD programs utilized during the normal operation of the call center is necessary. The associate will process messages received through the hospital computer system accurately, follow job analysis in accordance with the assigned shift, and run reports as needed. Manually entering allergy information into CBORD when necessary, and accurately entering tube feeding and supplement orders into CBORD, manually discontinuing tube feeding orders upon notification from the hospital system, are also key responsibilities. Entering personalized snacks for patients in accordance with policy and procedure, monitoring room service software function, and notifying supervisors or IT immediately when a malfunction is detected are required. The associate will monitor patient meal trays, assemble and/or check patient meal trays before delivery, and serve patient meal trays using department scripting. Adherence to the Computer downtime policy and procedure to ensure compliance to emergency back-up procedures when necessary is crucial. Informing the Nursing Supervisor/immediate Supervisor of the need to utilize the Computer Downtime Nutrition Record when back-up is necessary for the hospital system is also part of the role. Manually entering admits, transfers, discharges, diet orders, and canceling diet orders in CBORD as needed when Cerner is down is required. Coordinating effective communication, both within and outside the department, utilizing telephone, fax, and/or radio as needed to communicate with Culinary and Nutrition staff and patient care units in accordance with Department policy is essential. Contacting nursing units to communicate a patient on insulin has ordered their tray is also a responsibility. Adherence to SPUH and Department policies/procedures regarding dress code and personal hygiene standards is mandatory. Reporting to work in proper dress according to the Department's policies and procedures, including wearing one's SPUH ID Badge, is required. Following Departmental policies and procedures regarding personal hygiene, and adhering to Departmental policies and procedures regarding food and beverage consumption and gum chewing while in the call center and kitchen work area are also necessary. Completing Calorie Counts, documenting patient calorie counts in CBORD electronically, and entering calorie count notification into CBORD are required. Demonstrating competency in the area of responsibility, attending/providing in-services/meetings within the hospital in the area of responsibility as assigned by the supervisor, and completing the SPUH patient education tool (Rapid Regulatory) annually and demonstrating competency as evidenced by a passing score on the posttest are required. Performing additional tasks and assigned duties, and providing a flexible work schedule to meet the needs of the Department are also part of the role. Actively participating in the training and orientation of new hires is 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