Call Center Rep

Tufts Medicine

1d • $17 - $21 • Onsite

About The Position

Under general supervision is responsible for the ongoing and uninterrupted flow of calls within the Tufts Medical Center complex through use of the electronic telephone consoles Performs routine duties that require exceptional computer skills, proper phone etiquette, Proficiency in special dietary procedures, and knowledge of routine modified diets and combinations of diet modifications. Food service requests come through x62222 and hospitality and transport requests come through x64357. As a call center representative at Tufts Medical Center you will be a key member of the hospitality team providing excellent customer service and working in a fast paced high volume call center that handles multiple hospital services which directly impact patient care Maintains collaborative, team relationships with peers and colleagues in order to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment At Tufts Medicine, we want every individual to feel valued for the skills and experience they bring. Our compensation philosophy is designed to offer fair, competitive pay that attracts, retains, and motivates highly talented individuals, while rewarding the important work you do every day. The base pay ranges reflect the minimum qualifications for the role. Individual offers are determined using a comprehensive approach that considers relevant experience, certifications, education, skills, and internal equity to ensure compensation is fair, consistent, and aligned with our business goals. Beyond base pay, Tufts Medicine provides a comprehensive Total Rewards package that supports your health, financial security, and career growth—one of the many ways we invest in you so you can thrive both at work and outside of it.

Requirements

• Ability to perform repetitive tasks accurately on a continuous basis under conditions of constant interruption and frequent pressure.
• Strong work ethic
• Team mentality
• Ability to anticipate customer needs
• Pleasant telephone voice and manner
• Knowledge and ability generally obtained through four years of high school with emphasis on spelling, pronunciation and diction.

Nice To Haves

• Three to six months experience in a call center environment and/or related medical facility is a plus.

Responsibilities

• Answer phone calls from hospital staff and patients in a timely and effective manner by utilizing the provided script
• Provide excellent customer service and problem solving when issues arise with either housekeeping, transport, or food service requests
• Record any issues of service failures within housekeeping, transport, and food service to ensure that proper follow up can be completed and optimal patient care is achieved
• Conduct patient rounds to assess adequacy of nutrition intake and resident satisfaction with meals and meal service and enter these into the patient connect application to ensure patient concerns and needs are addressed by the department
• Work cooperatively with foodservice staff to ensure conformance with nutrition prescriptions
• Review therapeutic diet orders and modify patient food orders to meet the prescribed diet restrictions by using the CBORD application
• Have in-depth understanding of routine modified diets and are able to explain to other staff and colleagues when needed
• Educate patients on their diet modifications and how that pertains to the food restrictions they may have
• Verify diet orders and allergies listed in CBORD by using the Soarian database
• Ability to defuse and address patient concerns and commence resolution for hospitality services
• Track service improvement opportunities for hospitality services daily on service log and escalate any follow up items as appropriate in real time
• Entry of production inventory and food cost information by using Microsoft Excel
• Entry of housekeeping and transport requests by using the FacilityFit Pro application
• Monitor the house keeping pager and log in any request into the FacilityFit Pro application
• Follow up with all housekeeping calls by end of day to ensure the requests were completed and close them in the FacilityFit Pro application
• Regularly check Tufts Medical Center emails for updates relating to job functions and hospital policies
• Perform any other tasks as needed and directed by supervisory and management staff

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED