Nutrition Care Call Center Agent

HCA-posted 4 months ago
Saint Petersburg, FL
5,001-10,000 employees
Hospitals
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Do you want to join an organization that invests in you as a(an) Nutrition Care Call Center Agent? At HealthTrust Supply Chain, you come first. HCA Healthcare has committed up to 300 million in programs to support our incredible team members over the course of three years. The Culinary Call Center serves as the primary contact for patients, family members and nursing staff seeking to submit patient requests and preferences for food, beverages and meal services, as well as those seeking to resolve foodservice issues and concerns. The Nutrition Care Assistant assures a high level of customer service and patient satisfaction. The position answers calls, processes meal requests and enters required information into the patient's meal record in Computrition Nutrition Care Management system (NCM). The position establishes rapport and connection with customers in effort to promote exceptional customer service and courteously relates to and resolves issues with empathy and urgency while focusing on timely follow up. The Nutrition Care Assistant is expected to maintain general competencies specific to all aspects of Patient Foodservice, including patient menus, diet order restrictions, and meal service timeframes for assigned facilities.

  • Answer calls in centralized call center for patient foodservice throughout the division, assuring appropriate and timely processing of patient food/beverage requests.
  • Complete assigned duties providing services that meet the needs of patients and the division, company and regulatory standards.
  • Assure timely and accurate processing of all meal orders, tray tickets, and diet office reports.
  • Identify, trouble-shoot and resolve issues presented by customers in a timely manner.
  • Notify Manager or on-duty lead of any unresolved issue and request assistance as necessary.
  • Demonstrate service excellence principles in all interactions with patients, family members and caregivers.
  • Assure patient safety, dignity and privacy at all times.
  • Maintain the strictest confidentiality regarding patients according to policy and procedures.
  • Establish and maintain rapport through effective communication and timely follow-up with customers, coworkers, management, and outside agencies.
  • Produce monthly meal count reports and provide to manager and enter for month-end reporting for assigned facilities.
  • High School Diploma or equivalent (GED). Required
  • Experience in hospital foodservice required, with 2-3 years diet office or customer service or related experience. Required
  • Previous experience in healthcare patient foodservice and/or call center environment. Preferred
  • Knowledge of modified diets, foodservice and culinary activities and duties, terminology and nomenclature. Preferred
  • Computer experience with all aspects of food service to include but not limited to Diet Office and/or Call Center processes. Preferred
  • Associate Degree or higher in related field. Preferred
  • Comprehensive medical coverage that covers many common services at no cost or for a low copay.
  • Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
  • Free counseling services and resources for emotional, physical and financial wellbeing.
  • 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service).
  • Employee Stock Purchase Plan with 10% off HCA Healthcare stock.
  • Family support through fertility and family building benefits with Progyny and adoption assistance.
  • Referral services for child, elder and pet care, home and auto repair, event planning and more.
  • Consumer discounts through Abenity and Consumer Discounts.
  • Retirement readiness, rollover assistance services and preferred banking partnerships.
  • Education assistance (tuition, student loan, certification support, dependent scholarships).
  • Colleague recognition program.
  • Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).
  • Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
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