Call Center Operator – Patient Food Services

Job Description

The primary responsibility of the Call Center Operator is to provide the highest quality of customer service to patients at all time. This position performs a variety of duties related to the orderly operation of the Call Center for room service. Gathers, coordinates and records all patient-related foodservice information and activities. Answers phones, takes patient/nursing meal orders and adheres to HACCP and other regulatory agency policies.

SHIFT AND SCHEDULE

11:00 AM – 7:30 PM

ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

• Answers the Call Center phone, checks messages frequently, and displays proper phone etiquette while taking meal orders for the room service program.
• Checks patient rosters for new admits, diet changes, and patients with no diet orders.
• Calls patients and assist with meal ordering.
• Ensures all patient meal orders are compliant with physician-prescribed diet orders, food allergies, food intolerances, and needed diet modifications.
• Notifies dietitians of patients needing further assistance or education.
• Prints necessary reports for room service staff and forwards requests for additional patient food services to appropriate areas.
• Provides good customer service and treats all patients with respect, understanding, and patience at all times.

EDUCATION AND EXPERIENCE

• Must be a high school graduate or equivalent.
• Computer and telephone skills are a must.
• Must be able to communicate effectively, both orally and in writing.

PHYSICAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The individual must be able to:

• Stand, walk, sit, stoop, reach, lift, speak and hear.
• Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff.
• The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits

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