Call Center Rep

I. GENERAL SUMMARY: 

• Under general supervision is responsible for the ongoing and uninterrupted flow of calls within the Tufts Medical Center complex through use of the electronic telephone consoles Performs routine duties that require exceptional computer skills, proper phone etiquette, Proficiency in special dietary procedures, and knowledge of routine modified diets and combinations of diet modifications. Food service requests come through x62222 and hospitality and transport requests come through x64357.

II. PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS: 

• As a call center representative at Tufts Medical Center you will be a key member of the hospitality team providing excellent customer service and working in a fast paced high volume call center that handles multiple hospital services which directly impact patient care
• Maintains collaborative, team relationships with peers and colleagues in order to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment
• Answer phone calls from hospital staff and patients in a timely and effective manner by utilizing the provided script
• Provide excellent customer service and problem solving when issues arise with either housekeeping, transport, or food service requests
• Record any issues of service failures within housekeeping, transport, and food service to ensure that proper follow up can be completed and optimal patient care is achieved

Conduct patient rounds to assess adequacy of nutrition intake and resident satisfaction with meals and meal service and enter these into the patient connect application to ensure patient concerns and needs are addressed by the department 

• Work cooperatively with foodservice staff to ensure conformance with nutrition prescriptions
• Review therapeutic diet orders and modify patient food orders to meet the prescribed diet restrictions by using the CBORD application
• Have in-depth understanding of routine modified diets and are able to explain to other staff and colleagues when needed
• Educate patients on their diet modifications and how that pertains to the food restrictions they may have
• Verify diet orders and allergies listed in CBORD by using the Soarian database
• Ability to defuse and address patient concerns and commence resolution for hospitality services
• Track service improvement opportunities for hospitality services daily on service log and escalate any follow up items as appropriate in real time
• Entry of production inventory and food cost information by using Microsoft Excel
• Entry of housekeeping and transport requests by using the FacilityFit Pro application
• Monitor the house keeping pager and log in any request into the FacilityFit Pro application
• Follow up with all housekeeping calls by end of day to ensure the requests were completed and close them in the FacilityFit Pro application
• Regularly check Tufts Medical Center emails for updates relating to job functions and hospital policies
• Perform any other tasks as needed and directed by supervisory and management staff

III. JOB REQUIREMENTS: 

JOB KNOWLEDGE AND SKILLS: 

• Ability to perform repetitive tasks accurately on a continuous basis under conditions of constant interruption and frequent pressure.
• Strong work ethic
• Team mentality
• Ability to anticipate customer needs
• Pleasant telephone voice and manner

EDUCATION: 

• Knowledge and ability generally obtained through four years of high school with emphasis on spelling, pronunciation and diction.

C. JOB EXPECTATIONS 

• It is expected that all call center representatives are willing to work extra hours when necessary with short notice and maintain a flexible availability.

EXPERIENCE: 

• An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.
• Three to six months experience in a call center environment and/or related medical facility is a plus.

D. LICENSES, ETC. : 

• Not Applicable

IV. AGE SPECIFIC COMPETENCIES: 

Possesses and applies the skills and knowledge necessary to provide care to patients throughout the life span, with consideration of aging processes, human development stages and cultural patterns in each step of the care process. This includes: 

• Knowledge of growth and development
• Ability to interpret age specific data and response to care
• Provide age specific communication

V. WORKING CONDITIONS/PHYSICAL DEMANDS: 

• Job requires such physical demands as manual dexterity, eye-hand coordination, good vision, pleasant voice, acute hearing and sitting during all working hours.
• Constant glare from overhead lighting reflection off video terminals causing eye irritation.
• Frequent background noise from Fire Panel and pocket pagers being tested.
• Constant telephone contact with general public, Hospital and University Staff, patients and families.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home – an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.

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