Call Center Rep

Tufts Medicine

10d•$17 - $21•Onsite

About The Position

Under general supervision, this role is responsible for the ongoing and uninterrupted flow of calls within the Tufts Medical Center complex through the use of 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.

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.
Possesses and applies the skills and knowledge necessary to provide care to patients throughout the life span, with consideration of aging processes, human development stages and cultural patterns in each step of the care process.
Manual dexterity, eye-hand coordination, good vision, pleasant voice, acute hearing and sitting during all working hours.

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.
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.
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 housekeeping and transport requests by using the FacilityFit Pro application.
Monitor the housekeeping 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.