Customer Experience Meal Order Representative Part Time

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 quality customer service to internal and external customers by handling incoming, outgoing, interdepartmental, and inter-facility room service calls. It also escalates calls to Culinary and Nutrition teams when appropriate and enters data into culinary systems.

Representatives answer calls from hospital patients and families, enter meal selections and preferences, provide information about menu items and prescribed diets, and make suggestions. They may contact patients who missed meals or need additional services. The position operates in a fast-paced, detail-focused call center environment with an emphasis on patient satisfaction.

This is an in-office position at Banner Health Corp Mesa, 525 W Brown Rd, Mesa, Arizona. The regular shift is 2:00 PM–7:00 PM, with three rotating consecutive days off per week. Training is completed onsite Monday through Friday, 8:00 AM–4:30 PM, for an average of three weeks.

Requirements

• High school diploma/GED or equivalent working knowledge.
• Reading, writing, and mathematical skills.
• Skills and knowledge of nutrition services typically gained through one to two years of related experience.
• Excellent customer service, oral and written communication, listening, and attention-to-detail skills.
• Basic computer skills, including familiarity with computer keyboards.
• Ability to prioritize effectively and make sound decisions in accordance with 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 preferred in some assignments.
• Additional related education and/or experience.

Responsibilities

• Process room service calls and enter or record daily patient meal selections and preferences for multiple facilities and patient units.
• Use culinary systems to address modified diets and patient food and menu needs; request Diet Tech or Dietitian assistance when needed and communicate standard information about prescribed diets.
• Accurately process a high volume of incoming, outgoing, and interdepartmental calls in a professional, confidential, and courteous manner, following facility procedures.
• Provide phone-based customer service and resolve complaints; apply 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 changes in the food suite are needed.
• Complete daily missed-meal reports and outbound calls to help ensure patients receive proper nutrition, and prepare reports for the appropriate facility.
• Use Banner’s payment system to collect revenue while complying with Payment Card Industry Data Security Standard (PCI DSS).
• Interact with patients and families, food service staff, nursing staff, dietetic technicians, and dietitians.
• Escalate calls to Culinary and Nutrition teams when appropriate.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED