Call Center Rep

Tufts Medicine

1d•Onsite

About The Position

Under general supervision, the Call Center Representative is responsible for the ongoing and uninterrupted flow of calls within the Tufts Medical Center complex through the use of electronic telephone consoles. This role 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 are handled via x62222, and hospitality and transport requests via x64357. As a key member of the hospitality team, the representative provides excellent customer service and works in a fast-paced, high-volume call center that manages multiple hospital services directly impacting patient care. The position also involves maintaining collaborative, team relationships with peers and colleagues to effectively contribute to working group goals and foster a positive work environment.

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
Exceptional computer skills
Proper phone etiquette
Proficiency in special dietary procedures
Knowledge of routine modified diets and combinations of diet modifications
In-depth understanding of routine modified diets
Ability to explain routine modified diets to other staff and colleagues when needed
Ability to defuse and address patient concerns and commence resolution for hospitality services
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
Knowledge of growth and development
Ability to interpret age specific data and response to care
Provide age specific communication

Nice To Haves

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

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