Per Diem Call Center Representative

Brown Medicine•Cranston, RI

3d•Onsite

About The Position

Under the general supervision of the Clinical Nutrition Director and Food Service Supervisor, the Room Service Call Representative communicates effectively, promptly, and courteously with patients, family members, and staff while entering and processing meal choices in the CBORD computerized Room Service system. The representative ensures food choices are appropriate for patients’ diets and updates meal selections, diet orders, and preferences in CBORD. The role also involves printing and distributing meal tray tickets, reports, and labels, and participating in department data entry. Brown University Health employees are expected to model the organization’s values of Compassion, Accountability, Respect, and Excellence in their interactions with patients, customers, and colleagues. Employees are also expected to demonstrate the core Success Factors: Instill Trust and Value Differences, and Patient and Community Focus and Collaborate.

Requirements

Ability to read and communicate in English.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals, and to compute percentages.
Strong interpersonal communication and customer service skills.
Strong basic computer skills.
At least one year of previous food service or customer service experience.
Ability to perform extensive walking, climb stairs, perform repetitive motions, reach, lift, pull, and push.
Ability to stand for 2.5 hours at a time during meal tray assembly.
Speech, sight, and hearing sufficient to communicate by telephone, in person, and fax.
Physical ability to lift up to 50 pounds.

Nice To Haves

High school graduation or equivalent preferred.
CBORD experience preferred.

Responsibilities

Communicate effectively, promptly, and courteously with Nursing, Unit Secretaries, Room Service Hosts, Dietitians, Dietetic Technicians, patients, and family members regarding meal requests and patient information.
Answer calls within established time standards and retrieve messages from the phone system.
Notify Unit Hosts about patients needing visits, special requests, or missing items to be picked up.
Communicate special food requests that are not permitted by a patient’s diet, or requests for diet education, to the dietitian or dietetic technician.
Communicate nursing requests to the appropriate supervisor or manager.
Accurately enter and update meal selections, orders, preferences, and special food requests in CBORD, and maintain current patient diet-order information using CBORD Room Service and LifeChart reports.
Process dialysis early trays using LifeChart and CBORD.
Print Room Service labels, tallies, reports, and tickets as required.
Highlight tray tickets for allergies, calorie counts, notes, and messages.
Check patient meal trays for presentation and accuracy.
Work with Food Service Workers, Production Staff, and Supervisors to make necessary corrections.
Collaborate with Supervisors to support efficient trayline operations.
Alert hosts when late trays are in the kitchen for pickup.
Manage menu inventory for distribution to new admissions.
Initiate downtime procedures as needed.
Maintain a clean and sanitary work environment and perform cleaning, waste disposal, and equipment operation duties according to departmental policies and procedures.
Perform Room Service Host duties as assigned, including taking patient selections on a tablet for inpatients and Emergency Department patients, distributing and picking up meal trays, pushing tray carts, and serving hot beverages.
Identify safety hazards in the department and act promptly to eliminate them.
Work effectively in a team environment.
Perform other duties as assigned.