Call Center Associate
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About The Position
The Call Center Associate will be responsible for processing room service meal orders and taking phone calls for patient food and beverage requests. This role involves assisting patients with telephone call backs to ensure they have the opportunity to order a meal, as well as helping patients at the bedside in selecting menus according to their prescribed diet orders. The associate will modify patient food and beverage choices based on age-specific knowledge and utilize room service software to correct meal selections in accordance with prescribed diet orders. Additionally, the associate will accommodate all patient preferences and tolerances, adhere to scripting, and promote positive guest relations. The role requires demonstrating the ability to resolve customer concerns positively and exhibiting courtesy in all phone conversations with customers. Competency in all CBORD programs utilized during normal operations of the call center is essential, as well as processing messages received through the hospital computer system accurately. The associate will follow job analysis according to their assigned shift, run reports, and manually enter allergy information into CBORD when necessary. Other responsibilities include entering tube feeding and supplement orders, monitoring room service software functions, assembling and checking patient meal trays, and serving them using department scripting. The associate must adhere to departmental policies regarding dress code, personal hygiene, and food and beverage consumption while in the call center and kitchen work area. Completing calorie counts and documenting them in CBORD electronically is also part of the job. The associate will attend in-services and meetings as assigned and provide a flexible work schedule to meet departmental needs, while also participating in the training and orientation of new hires.
