Room Service Call Center Operator

The Christ Hospital Health Network•OH, OH

About The Position

The Room Service Call Center Operator performs call center operations related to Room Service and patient meal service. The role processes meal requests, checks that orders comply with prescribed diet orders and food allergies, prepares enteral feedings for distribution, and provides customer service. The operator may also take meal orders at the bedside, support patients with the meal-ordering system, deliver meal trays, and assist in other areas as needed.

Requirements

High school diploma or equivalent preferred.
Two years of related work experience.
Related food-service knowledge and skills.
Customer-service skills.
Basic reading, writing, and math skills.

Nice To Haves

Call center experience preferred.

Responsibilities

Obtain meal orders from patients and visitors by telephone and enter them into the Health Touch diet office management system.
Verify that meal orders meet diet-order parameters and offer compatible suggestions when needed.
Document order information efficiently and consistently, use the appropriate telephone greeting and courteous tone, and read back orders before ending calls.
Provide customer service, resolve minor meal concerns, and escalate unresolved concerns to a FANS Manager.
Take bedside meal orders for patients assigned ‘Appropriate with Assist’ Room Service status, using a tablet computer and Health Touch; follow room-entry and hand-hygiene protocols, read back orders, and document information consistently.
Complete assigned patient callbacks for patients with active diet orders who have missed a meal, and notify a Clinical Dietitian when a patient refuses two consecutive meals.
Enter Behavioral Health paper menus into Health Touch according to tray standards for zone printing and preparation; ensure 6W patients with active diet orders have a meal entered before production report print time.
Prepare enteral feedings according to printed tube-feeding labels for delivery to nursing units.
Visit new admissions as a patient advocate to explain the meal-ordering system and assist patients and family members with placing meal orders, following the patient advocate script.
Deliver Room Service meal trays to patients or guests when assistance is needed; notify the nursing unit before delivering prepared trays to insulin patients.
Follow tray-delivery and room-entry scripts and hand-hygiene protocols, verify two patient identifiers, assist with meal setup as needed, and confirm order accuracy.
Collect cash payment for guest trays and promptly return any required change.
Report patient complaints or concerns to a FANS Manager.
Attend required meetings and follow practices related to safety, sanitation, infection control, quality control, and customer relations.
Perform other assigned or needed duties and provide relief in other areas.