Customer Experience Meal Order Representative

Banner Health•Mesa, AZ

11d•Onsite

About The Position

The Customer Experience Meal Order Representative coordinates and processes room service orders and order entry for multiple facilities in a centralized call center. The role provides accurate information and customer service to internal and external callers while processing incoming, outgoing, interdepartmental, and inter-facility room-service calls. It escalates calls to Culinary and Nutrition teams when appropriate and enters data into culinary systems. Representatives answer patient and family calls, enter meal selections and preferences, explain appropriate menu items and prescribed-diet information, and make outbound calls to patients who missed meals or need additional services. The position uses culinary systems and Cerner (view only) to address diet and allergy concerns, and may update food-suite information when appropriate. It also prepares missed-meal reports and collects caller payments in accordance with payment-card security requirements. This is an in-office call-center position at Banner Health Corp Mesa, 525 W Brown Rd, Mesa, Arizona. The listed shift is 10:30 a.m. to 7:00 p.m., with two rotating consecutive days off each week. Initial training is on site Monday through Friday, 8:00 a.m. to 4:30 p.m., for an average of three weeks. The work environment is fast-paced, detail-focused, and centered on patient satisfaction.

Requirements

High school diploma, GED, or equivalent working knowledge.
Reading, writing, and mathematical skills.
Nutrition-services skills and knowledge typically gained through one to two years of related experience.
Excellent customer service, oral and written communication, and listening skills.
Attention to detail and the ability to interact pleasantly and calmly with callers.
Basic computer skills, including familiarity with computer keyboards.
Ability to prioritize effectively and make sound decisions according to established department policies, procedures, and standards.
Ability to multitask in a fast-paced environment with frequent interruptions.
Ability to learn and apply department procedures and process calls within defined standards.
Ability to work cohesively in a team environment.

Nice To Haves

Additional skills and knowledge in call-center or food-service environments.
Bilingual skills for some assignments.
Additional related education and/or experience.

Responsibilities

Process room-service-related calls and enter or record daily patient meal selections and preferences for multiple facilities and patient units.
Use culinary systems to address modified diets, food, and menu requirements; request Diet Tech or Dietitian assistance when needed.
Read, understand, and present standard information about prescribed diets to patients.
Process high volumes of incoming, outgoing, and interdepartmental calls professionally, confidentially, and courteously, following facility procedures.
Provide phone-based customer service and resolve customer complaints effectively and efficiently.
Use knowledge of diets, allergies, and food types to assist callers.
Use Cerner (view only) to follow up on diet and allergy order concerns and determine when food-suite changes are appropriate.
Complete daily missed-meal reports and outbound calls to help ensure patients receive proper nutrition, and send accurate reports to the appropriate facility.
Use Banner’s payment system to collect revenue from callers while complying with PCI DSS.
Interact with patients and families, food-service staff, nursing staff, dietetic technicians, and dietitians.