Call Center Specialist

Oregon Health & Science University•Portland, OR

31d•Onsite

About The Position

The Call Center Communication Specialist receives and documents meal orders from patients and visitors in the call center according to established procedures and enter them directly into the Food & Nutrition Services computer system. The specialist will verify appropriate foods meet diet order parameters, discuss options with patient/family, maintain service expectations, and participate in conflict reconciliation between physician ordered diet and patient preferences. Perform arithmetical computations for tube feeding/infant formula. This position will also respond to inquiries from patients and staff about the OHSU Room Service Program and services, direct inquiries as necessary, explain processes and procedures to customers and provide information about services available. Relief employees must be available to work at least four (4) days per pay period as determined according to the department needs

Requirements

An associate’s degree or certification in general office occupations or office technology and 1 year of experience in a call center or customer service position; OR A bachelor's degree and 6 months of experience in a call center or customer service position; OR equivalent education and experience.
Experience in call center or customer service.
Experience in food service or food related industry.
Knowledge of the English Language sufficient for telephone communication and written communication with patients and staff.
Ability to perform mathematical calculations: addition, subtraction, multiplication and division with the aid of a calculator.
Must be able to work in a fast paced production office environment, provide excellent customer service and service recovery with patients and patient families directly throughout the shift.
Ability to handle high volume phones during peak meal times, manage other tasks throughout the day i.e. doing reports, entering menus, enter all nutrition products and supplements.
Ability to multitask and use multiple software/applications at the same time.

Nice To Haves

Knowledge of EPIC electronic medical record and foodservice computer software system CBORD or other.
Knowledge of percentages and fractions.

Responsibilities

Obtains meal orders from patients and visitors via the telephone and transposes meal orders into CBORD computer system.
Verifies meal orders meet diet order parameters using the EPIC system.
Accesses EPIC Medicine Administrative Record to see if patient’s medication has significant food interaction, and, if so, notifies nursing staff.
Processes diet requisitions.
Documents required information accurately, efficiently and consistently.
Processes reports that compare food ordered with meal order.
Adds, deletes, or changes information on manual or computerized system to maintain accurate, complete, and current information.
Coordinates Communication Center processes with Production, Tray line and Meal Service Associates.
Communicates with employees in other departments effectively.
Responds to inquiries from patients and staff about OHSU room service program and services; directs inquiries as necessary; explains processes and procedures to customers; provides information about services available; receives incoming calls and routes to appropriate staff.