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 environment. The role handles incoming, outgoing, interdepartmental, and inter-facility calls, provides accurate information and customer service, and enters patient meal selections and preferences into Culinary systems. Representatives assist patients and families with menu choices, modified diets, allergies, and food-related questions, escalating to Culinary and Nutrition staff or requesting Diet Tech or Dietitian assistance when needed. The position also follows up on missed meals, supports patients’ nutritional needs, handles caller payments in compliance with PCI DSS, and interacts with patients, families, food service staff, nursing staff, dietetic technicians, and dietitians.

This is an in-office position at Banner Health Corp Mesa in Mesa, Arizona. The regular shift is 10:30 AM–7:00 PM, with two rotating consecutive days off per week. Training takes place 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.
• One to two years of related experience typically providing skills and knowledge in nutrition services.
• Excellent customer service, oral and written communication, listening, and attention-to-detail skills.
• Basic computer skills, including familiarity with computer keyboards.
• Ability to prioritize and make sound decisions according to established 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-related calls and enter or record daily patient meal selections and preferences for multiple facilities and patient units.
• Use culinary systems to support modified diets and menu selections; present standard information about prescribed diets and request Diet Tech or Dietitian assistance when needed.
• Process high volumes of incoming, outgoing, and interdepartmental calls professionally, confidentially, and courteously, following facility procedures.
• Provide phone customer service, resolve complaints, and assist callers with questions about diets, allergies, and food options.
• Use Cerner (View Only) to follow up on diet and allergy order concerns and make appropriate changes in the food suite when necessary.
• Complete daily missed-meal reports and outbound calls, and prepare reports for 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED